MSD - 27072020 NSW E-C-P-SYDNEY AND SURROUNDING DISTRICTS_RUNL_EXT2

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

As previously notified by Optus on Wednesday 5th August 2020, parts of the Sydney Metropolitan and Central Tablelands Districts of New South Wales were impacted by severe weather on or about Sunday 26 July 2020 through to Monday 27 July 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 6 September 2020.

The effect of these circumstances applies to an additional 210 services bringing the total number of services impacted to approximately 3,060 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 6 September 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 Glenorie heading southwest to Girraween, southeast to Homebush and southwest to Riverwood then west to Padstow. The area turns southwest to Minto, northwest to Oran Park, and north to Badgerys Creek then northeast to Wetherill Park. From Wetherill Park the area heads northwest to Marsden Park, west to Castlereagh, and northwest to Bowen Mountain then southeast back to Glenorie. 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: 

0245049000 to 0245049999 0285570000 to 0285579999 0289630000 to 0289649999

0245601000 to 0245889099 0286250000 to 0286259999 0290902000 to 0290902999

0280210000 to 0280219999 0286280000 to 0286289999 0292030000 to 0292088999

0280540000 to 0280549999 0286337000 to 0286337999 0293351000 to 0293351099

0280650000 to 0280659999 0286647000 to 0286649499 0293937000 to 0293937999

0280680000 to 0280689999 0286770000 to 0286789999 0294210000 to 0294269999

0280840000 to 0280849999 0287000000 to 0287254999 0296000000 to 0296459999

0280948000 to 0280950999 0287308000 to 0287308999 0296710000 to 0296889999

0280958000 to 0280959999 0287380000 to 0287419999 0297015400 to 0297969999

0281890000 to 0281899999 0287470000 to 0287470999 0298020000 to 0298020999

0284079000 to 0284079999 0287589900 to 0287589999 0298210000 to 0298638899

0284110000 to 0284119999 0287630000 to 0287649999 0298960000 to 0298969999

0284237300 to 0284237399 0287710000 to 0288699999 0299120500 to 0299209999

0284440000 to 0284449999 0288821200 to 0288889999 0299333100 to 0299337999

0285216000 to 0285217999 0289190000 to 0289190999

0285440000 to 0285449999 0289370000 to 0289374999

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 severe weather events, which included damaging winds, heavy rainfall and damaging surf 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 Sunday 26 July 2020 through to Monday 27 July 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 27 July 2020 to 6 September 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 27072020-NSW-E-C-P-SYDNEY AND SURROUNDING DISTRICTS_RUNL_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.