03122020-NSW-E-C-P-NORTH EASTERN NSW_RUNL_EXT1

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

As previously notified by Optus on Wednesday 10 December 2020, the Northern Tablelands and parts of the Mid North Coast and North West Slopes and Plains Districts of New South Wales were impacted by severe weather on or about Tuesday 1 December 2020 through to Saturday 5 December 2020. This event resulted in extensive damage to the 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 31 January 2021.

The effect of these circumstances applies to an additional 60 services bringing the total number of services impacted to approximately 780 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 31 January 2021. 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 Tulloona heading north to the NSW/QLD border and following the border easterly past Texas to Dumaresq Valley. From Dumaresq Valley the area heads southwest to Cangai, south past Comara to Elands and southwest to Millers Creek. The area turns west to Weetaliba, northeast to Gravesend then northwest back to Tulloona. 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:

We anticipate that the majority of services will be restored or connected by 7^th February 2021. 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.

0257131000 to 0257135999 | 0267011000 to 0267018999

0257324000 to 0257324999 | 0267200000 to 0267956199

0257750000 to 0257768999 | 0746531200 to 0746539999

0257946000 to 0257946999 | 0746711200 to 0746766999

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, large hailstones and heavy rainfall 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 Tuesday 1 December 2020 through to Saturday 5 December 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 3 December 2020 to 31 January 2021 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 03122020-NSW-E-C-P-NORTH EASTERN 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