MSD - 03122020-NSW-E-C-P-NORTH EASTERN NSW_RUNL

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

The Northern Tablelands and Mid North Coast and parts of the Northern Rivers 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.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 720 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at New Brighton Beach following the coastline south past Byron Bay, Coffs Harbour and Port Maquarie to Mungo Brush, then northwest to Bandon Grove. From Bandon Grove the area turns north past Rawdon Vale to Nowendoc, southwest to Millers Creek, and west to Weetaliba then northeast to North Star. The area turns west to Tulloona, north to the NSW/QLD border and follows the border easterly past Texas to the Koreelah National Park. From the Koreelah National Park the area heads southeast past Lynchs Creek to Doon Doon then east back to New Brighton 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 | 0265374000 to 0265395999

0240091000 to 0240091999 | 0255942000 to 0255949999 | 0265500000 to 0265698999

0240131000 to 0240131999 | 0256060000 to 0256068999 | 0265800000 to 0266049999

0240230000 to 0240238999 | 0256112000 to 0256114999 | 0266180000 to 0267018999

0240241000 to 0240244999 | 0256116000 to 0256119999 | 0267200000 to 0267956199

0240480000 to 0240489999 | 0256200000 to 0256229999 | 0745280000 to 0745283999

0240526000 to 0240526999 | 0257131000 to 0257135999 | 0745396000 to 0745396999

0249167000 to 0249169999 | 0257324000 to 0257324999 | 0745648000 to 0745649999

0249808000 to 0249997999 | 0257750000 to 0257768999 | 0746531200 to 0746539999

0255240700 to 0255343999 | 0257946000 to 0257946999 | 0746640000 to 0746861999

What else do you need to know? 

We anticipate that the majority of services will be restored by 17 January 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.

Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Damaging winds, large hailstones and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 1 December 2020 initially at 10:52 pm Tuesday, 1 December 2020, reference number IDN21033; all of which were 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 3 December 2020 to 17 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.

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.