MSD - 13012020 NT SCP NORTHERN TERRITORY TOP END REGION RN EXT1

Delay due to extreme weather events in the Tiwi, Arnhem and Daly Districts of the Northern Territory.

As previously notified by Optus on Friday 17 January 2020, the Tiwi, Arnhem and Daly Districts of the Northern Territory were impacted by extreme weather on or about Wednesday 8 January 2020 through to Saturday 11 January 2020. This event resulted in extensive damage to the telecommunications 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 8 March 2020.

The effect of these circumstances applies to an additional 75 services bringing the total number of services impacted to approximately 165 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 8 March 2020. 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 at Gunn Point and following the Northern Territory coastline east past Maningrida, Milingimbi and Nhulunbuy to Numbulwar. From Numbulwar the area heads northwest to Mt Catt, west to Douglas Hot Springs then southwest to Claravale. The area turns northwest past Wadeye to the Northern Territory coastline and following the coastline clockwise past Darwin back to Gunn Point. All suburbs, towns, offshore 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: 

0879784000 to 0879784999 | 0889200000 to 0889531799

0879786000 to 0879786999 | 0889635000 to 0889999999

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 extreme weather events, which included heavy rainfall, localised flooding and gales 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 Wednesday 8 January 2020 through to Saturday 11 January 2020. 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 13 January 2020 to 8 March 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 13012020-NT-S-C-P-NORTHERN TERRITORY TOP END REGION_RN_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.