MSD - 17012020 NSW ECP SYDNEY AND SURROUNDING DISTRICTS RUNL

Delay due to severe weather events in the Sydney Metropolitan District and parts of the Central Tablelands and Hunter Districts of New South Wales.

The Sydney Metropolitan District and parts of the Central Tablelands and Hunter Districts of New South Wales were impacted by severe weather on or about Thursday 16 January 2020 through to Friday 17 January 2020.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 2,130 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Barrenjoey Lighthouse following the coastline south past Sydney and Cronulla to Bundeena. From Bundeena the area heads northwest to Minto, west to Harrington Park, and northwest to Warragamba then west to Gingkin. The area turns north to Running Stream, southeast to Mount Tomah, and northeast to Womerah then east to Upper MacDonald. From Upper MacDonald the area heads southeast to Ten Mile Hollow, south to Singletons Mill then southeast back to the Barrenjoey Lighthouse. All suburbs and towns, including Metropolitan Sydney, 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: 

0245049000 to 0245049999 | 0280840000 to 0280849999 | 0285440000 to 0285449999

0245600000 to 0245889999 | 0280948000 to 0280950999 | 0285570000 to 0285945999

0247048000 to 0247048999 | 0280958000 to 0280959999 | 0286250000 to 0286259999

0247063000 to 0247065999 | 0281890000 to 0281899999 | 0286280000 to 0286289999

0247201400 to 0247399999 | 0282020000 to 0282049099 | 0286649500 to 0286709999

0247510000 to 0247599999 | 0282170000 to 0283068799 | 0286770000 to 0286789999

0247730000 to 0247899999 | 0283321400 to 0283725999 | 0287000000 to 0288877999

0253185000 to 0253185999 | 0283837100 to 0283969999 | 0288990000 to 0289257999

0253540000 to 0253548999 | 0284079000 to 0284079999 | 0289370000 to 0289374999

0253550000 to 0253550999 | 0284110000 to 0284119999 | 0289550000 to 0289809999

0263500000 to 0263594999 | 0284220000 to 0284488299 | 0290902000 to 0290902999

0280210000 to 0280219999 | 0284670000 to 0284679999 | 0291110000 to 0291119999

0280540000 to 0280549999 | 0284950000 to 0284959999 | 0291440000 to 0291539999

0280650000 to 0280659999 | 0285095000 to 0285258999 | 0291810000 to 0291819999

0280680000 to 0280689999 | 0285360000 to 0285436999 | 0292004300 to 0299999999

We anticipate that the majority of services will be restored by 16 February 2020. We’re so99rry 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 and damaging winds are referred to in the BOM Severe Weather Warning issued for 16 January 2020 initially at 4:52 pm Thursday, 16 January 2020, reference number IDN21035; 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 17 January 2020 to 16 February 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 17012020-NSW-E-C-P-SYDNEY AND SURROUNDING 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.