MSD - 20012020 NSW SCP NORTHERN NSW RUNL

Delay due to severe weather events in Northern Rivers and parts of the North West Slopes and Plains, and Mid North Coast Districts of New South Wales.

The Northern Rivers and parts of the North West Slopes and Plains, and Mid North Coast Districts of New South Wales were impacted by severe weather on or about Thursday 16 January 2020 through to Monday 20 January 2020

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 870 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Duranbah Beach on the QLD/NSW border following the coastline past Byron Bay, Coffs Harbour and Port Maquarie to Mungo Brush, then northwest past Upper Allyn to Belltrees. From Belltrees the area turns north to Nundle, northwest to Kaputar, and north to Pallamallawa then northeast to North Star. The area heads north to the NSW/QLD border and follows the border easterly past Texas and Mount Lindesay back to Duranbah Beach. All suburbs and 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:

0240077000 to 0240077999 | 0255900000 to 0255918999 | 0257750000 to 0257769999

0240091000 to 0240091999 | 0255943100 to 0255946999 | 0265371000 to 0265696999

0240131000 to 0240131999 | 0256060000 to 0256068999 | 0265804000 to 0266049999

0240230000 to 0240238999 | 0256112000 to 0256114999 | 0266180000 to 0267019999

0240241000 to 0240244999 | 0256116000 to 0256119999 | 0267200000 to 0267399999

0240480000 to 0240489999 | 0256200000 to 0256229999 | 0267550000 to 0267956199

0240526000 to 0240526999 | 0257129000 to 0257129999 | 0746531200 to 0746539999

0249167000 to 0249169999 | 0257131000 to 0257135999 | 0755901900 to 0755909999

0249808000 to 0249997999 | 0257324000 to 0257324999

0255240800 to 0255342999 | 0257328000 to 0257328999

We anticipate that the majority of services will be restored by 23 February 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). Heavy rainfall and damaging winds are referred to in the BOM Severe Weather Warning issued for 16 January 2020 initially at 4:26 pm Thursday, 16 January 2020, reference number IDN21033; 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 20 January 2020 to 23 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 20012020-NSW-S-C-P-NORTHERN NSW_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.