MSD - 06012020 NSW ECP NORTHERN TABLELANDS AND SURROUNDING AREAS RUNL

Delay due to severe weather events in the parts of the North West Slopes and Plains and Northern Tablelands districts of New South Wales.

Parts of the North West Slopes and Plains and Northern Tablelands districts of New South Wales were impacted by severe weather on or about Thursday 2 January 2020.

As a result, an interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 60 Optus services encompassed in this exemption are in the area bounded by and including, but is not limited to, the area starting at Nymboida and heads southwest to Bostobrik and Comara, then south to Elands. At Elands the area turns southwest to Mernot, northwest past Wallabadah to Kelvin then northeast to Wongo Creek, northwest to Eulah Creek, and northeast past Caroda to Bingara. At Bingara, the area turns southeast to Bundarra then northeast past Elsmore to Glen Innes and turning southeast returning to Nymboida. All suburbs and towns 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: 

0257131000 to 0257131999 | 0267010000 to 0267016999 

0257324000 to 0257324999 | 02672951000 to 0267389999 

0257752000 to 0257759999 | 0267550000 to 0267924899 

We anticipate that the majority of services will be restored by 26 January 2020. 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). Large hailstones, heavy rainfall and damaging winds are referred to in the BOM Severe Weather Warning issued for 2 January 2020 initially at 1:48 pm Thursday, 2 January 2020, reference number IDQ21033.

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 6 January 2020 to 26 January 2020 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 06012020-NSW-E-C-P-NORTHERN TABLELANDS AND SURROUNDING AREAS_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.