MSD - 29102020-NSW-E-C-P-NORTHERN COASTAL AREAS OF NSW_RUNL_EXT1

Delay due to severe weather events in the Northern Coastal Districts and surrounding areas of New South Wales.

The Northern Coastal Districts of New South Wales and surrounding areas were impacted by severe weather bringing thunderstorms, prolonged periods of heavy rain and lightning as well as flash flooding in many areas, beginning on or about 24 October 2020 through to 30 October 2020.

As previously notified by Optus on Friday 6th November 2020, Further storms over the last few days have increased the impact to the northern and eastern parts of NSW and extended the Affected Regions to include Central and Western Sydney Metropolitan areas. These areas are including the local government areas of  Tweed, Byron, Ballina, Richmond Valley, Clarence Valley, Glen Innes Severn, Coffs Harbour, Bellingen, Nambucca, Kempsey, Port Macquarie-Hastings, Mid-coast, Newcastle, lake Macquarie, Central Coast, Penrith, Blacktown, Inner west, City of Sydney, Burwood, North Sydney, Lane Cove, Canada Bay, Strathfield. This has prevented Optus from supplying services to these areas, including undertaking new connections and fault rectifications.

The effect of these circumstances applies to an additional 9,510 services bringing the total number of services impacted to approximately 35,244 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 29^th November 2020. This date is indicative only; Optus customers should anticipate that some further delays may occur.

How will this affect you?

Unfortunately, your service may be impacted, 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:

0240024429 to 0240027759 | 0240314101 to 0240318996 | 0247892592 to 0247892592

0240068723 to 0240068723 | 0240400881 to 0240499401 | 0249060557 to 0249915354

0240091000 to 0240091992 | 0240549458 to 0240549639 | 0255046001 to 0259610605

0240134682 to 0240164494 | 0240633783 to 0240679745 | 0263274491 to 0299812805

0240211354 to 0240238998 | 0240787001 to 0240787232 | 0731625228 to 0731625228

0240244000 to 0240244899 | 0240895057 to 0240895057 | 0745396002 to 0756679495

0240308669 to 0240308669 | 0243305169 to 0243394129

We anticipate that the majority of services will be restored by 29 November 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, thunderstorms and possibility of large hail are referred to in the BOM Severe Weather Warning issued for 24 October 2020 initially, 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 24 October 2020 to 29 November 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 29102020-NSW-E-C-P-NORTHERN COASTAL AREAS OF NSW_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.