MSD - 14122018 - NSW SCP Snowy and South Coast Districts

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in the Snowy Mountains and South Coast Districts of New South Wales.

The Snowy Mountains and South Coast Districts of New South Wales were impacted by severe weather on or about Thursday 13 December 2018 through to Sunday 16 December 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 150 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Wallaga Lake Heights following the New South Wales coastline south to the Victorian border at Cape Howe and following the NSW/VIC border northwest to the Monaro Highway(B23). The area turns southwest into Victoria to Chandlers Creek, northwest to Bonang then north back to the state borders and continues to follow the state borders to Tom Groggin. From Tom Groggin the area heads west to Lake Dartmouth, northwest to Thologolong, and northeast to Tumbarumba then southeast to Shannons Flat. The area turns northeast to Jerangle, southeast past Belowra to Wandella, east to Tilba Tilba then southeast back to the coast at Wallaga Lake Heights. All suburbs, towns, off shore islands and coastal areas serviced by Optus within these boundaries are encompassed in this exemption.

How will this affect you? Unfortunately, your service may be affected and we may take longer than normal to fix telephone services or complete connections. Services in the area mentioned above with phone numbers in the following number ranges may have been affected:

0259090000 To 0259090999   0264270000 To 0264270999
0260292400 To 0260379999   0264480000 To 0264599999
0260458000 To 0260458999   0264910000 To 0264999999
0260500000 To 0260508999   0269400000 To 0269485999
0260700000 To 0260779999   0269822000 To 0269826999
0260870000 To 0260879999        

We anticipate that the majority of services will be restored by 20 January 2019. We’re sorry for any inconvenience this delay may cause but we can assure you we are working hard to get things back on track.

What else do you need to know? Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall is referred to in the BOM Severe Weather Warning issued for 13 December 2018 initially at 12:08 pm Thursday, 13 December 2018, reference number IDN21037; all of which were widely reported in the news media after the events.

Due to this event, we’re claiming an exemption under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, including an exemption from the payment of compensation between 14 December 2018 to 20 January 2019 inclusive for any delays in fixing or connecting services, and the keeping of appointments relating to these activities in the impacted area.

Need more information? If you have any questions regarding your eligibility for a CSG payment under this notice, or wish to have us reconsider whether the circumstances were a proper basis for claiming an exemption, you can contact Optus on 13 39 37– quoting CSG exemption reference number 14122018-NSWS-C-P-SNOWY AND SOUTH COAST DISTRICTS_RUNL

You can also view a copy of this notice on our Internet site www.optus.com.au/msd If, after calling Optus on the above number, you remain unsatisfied with our response to your query, you have the option of raising the matter with the Telecommunications Industry Ombudsman (TIO). Information on the TIO and contact details are available on the Internet (www.tio.com.au) and in the White Pages® telephone directory.