MSD - 10022020 NSW ECP SYDNEY AND SURROUNDING DISTRICTS RUNL

Delay due to extreme weather events in the Sydney Metropolitan and Illawarra Districts and parts of the South Coast, Central Tablelands and Hunter Districts of New South Wales.

The Sydney Metropolitan and Illawarra Districts and parts of the South Coast, Central Tablelands and Hunter Districts of New South Wales were impacted by extreme weather on or about Friday 7 February 2020 through to Monday 10 February 2020.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 10,000 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Seal Rocks following the NSW coast southwest past Newcastle, Sydney, Wollongong and Batemans Bay to Wallaga Lake then turning west to Kybeyan. From Kybeyan the area heads northeast to Tallong, northwest to Wombeyan Caves, north to Jenolan and northwest to Palmers Oaky. The area turns east to Glen Davis, northwest to Cassilis, northeast to Ellerston and southeast to Salisbury. From Salisbury the area heads east to Wards River then southeast back to Seal Rocks. 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: 

0240077000 to 0240077999 | 0248258000 to 0248283999 | 0282170000 to 0283129999

0240091000 to 0240091999 | 0248459000 to 0248459999 | 0283320000 to 0283999999

0240131000 to 0240131999 | 0248541000 to 0248542999 | 0284079000 to 0284079999

0240140000 to 0240159999 | 0248600000 to 0248899999 | 0284110000 to 0284119999

0240230000 to 0240238999 | 0249020000 to 0249999999 | 0284220000 to 0284489999

0240241000 to 0240244999 | 0253185000 to 0253185999 | 0284670000 to 0284679999

0240280000 to 0240527999 | 0253540000 to 0253548999 | 0284950000 to 0284959999

0240880000 to 0240887999 | 0253550000 to 0253550999 | 0285080000 to 0285449999

0242200000 to 0242979999 | 0255900000 to 0255918999 | 0285570000 to 0285969999

0243210000 to 0243999999 | 0255938000 to 0255945999 | 0286250000 to 0286259999

0244059000 to 0244059999 | 0263500000 to 0263594999 | 0286280000 to 0286289999

0244078000 to 0244078999 | 0264937100 to 0264937399 | 0286331000 to 0286339999

0244123000 to 0244299999 | 0265200000 to 0265269999 | 0286500000 to 0286509999

0244410000 to 0244799999 | 0265400000 to 0265499999 | 0286647000 to 0286709999

0244810000 to 0244819999 | 0265700000 to 0265799999 | 0286770000 to 0286789999

0245049000 to 0245049999 | 0280210000 to 0280219999 | 0287000000 to 0289259999

0245600000 to 0245889999 | 0280445000 to 0280449999 | 0289370000 to 0289374999

0246020000 to 0246020999 | 0280540000 to 0280549999 | 0289550000 to 0289809999

0246031000 to 0246032999 | 0280650000 to 0280659999 | 0290190000 to 0290206099

0246200000 to 0246599999 | 0280680000 to 0280689999 | 0290310000 to 0290319999

0246770000 to 0246849999 | 0280840000 to 0280849999 | 0290902000 to 0290902999

0247048000 to 0247048999 | 0280948000 to 0280950999 | 0291050000 to 0291309999

0247063000 to 0247065999 | 0280958000 to 0280959999 | 0291440000 to 0291539999

0247200000 to 0247399999 | 0281890000 to 0281899999 | 0291810000 to 0291819999

0247510000 to 0247599999 | 0282020000 to 0282049999 | 0292000000 to 0299999999

0247730000 to 0247899999

We anticipate that the majority of services will be restored by 5 April 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 extreme weather events can be sourced from the Bureau of Meteorology (BOM). Torrential rainfall and damaging winds are referred to in the BOM Severe Weather Warning issued for 7 February 2020 initially at 4:56 pm Friday, 7 February 2020, reference number IDN21037; 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 10 February 2020 to 5 April 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 10022020-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.