MSD - 14122018 - NSW SCP SNOWY AND SOUTH COAST DISTRICTS RUNL EXT1

CUSTOMER SERVICE ADVICE FROM OPTUS

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

As previously notified by Optus on 20 December 2018, 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. This event resulted in extensive damage to the network. Due to the extent of damage to the network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 10 February 2019.

The effect of these circumstances applies to an additional 75 services bringing the total number of services impacted to approximately 225 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 10 February 2019. This date is indicative only; Optus customers should anticipate that some further delays may occur.

Optus services encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting 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’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 the severe weather events, which included heavy rainfall which occurred in the affected regions can be sourced from the Bureau of Meteorology (BOM). The BOM issued Severe Weather Warnings regarding these events commencing from on or about Thursday 13 December 2018 through to Sunday 16 December 2018. Additionally these unusually severe weather events have been widely reported by most of the news media.

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 10 February 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-NSW-S-C-P-SNOWY AND SOUTH COAST DISTRICTS_RUNL_EXT1 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.