MSD - 15122020-NSW-E-C-P-NORTHERN RIVERS AND MID NORTH COAST_RUNL_EXT1

Customer Service Advice from Optus

Delay due to extreme weather events in the Northern Rivers and Mid North Coast Districts and part of the Northern Tablelands District of New South Wales.

As previously notified by Optus on Wednesday 23 December 2020, the Northern Rivers and Mid North Coast Districts and part of the Northern Tablelands District of New South Wales were impacted by extreme weather on or about Saturday 12 December 2020 through to Wednesday 16 December 2020. This event resulted in extensive damage to 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 21 February 2021.

The effect of these circumstances applies to an additional 240 services bringing the total number of services impacted to approximately 1,350 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 21 February 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 Black Rocks Campground following the NSW coast south past Coffs Harbour, Port Macquarie and Forster to Dark Point then northwest to Barrington Tops. From Barrington Tops the area heads north to Nowendoc, northeast to Yarrowitch, and northwest to Hillgrove. The area turns northeast to Deer Vale, north to Baryulgil then east back to Black Rocks Campground. All suburbs and towns, offshore 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 | 0249808000 to 0249997999 | 0265370000 to 0265399999

0240091000 to 0240091999 | 0255240000 to 0255343999 | 0265500000 to 0265699999

0240131000 to 0240131999 | 0255560000 to 0255564999 | 0265800000 to 0266049999

0240230000 to 0240238999 | 0255900000 to 0255918999 | 0266400000 to 0266619999

0240241000 to 0240244999 | 0255942000 to 0255949999 | 0266786000 to 0266786999

0240480000 to 0240489999 | 0256060000 to 0256068999 | 0266900000 to 0266929999

0240526000 to 0240526999 | 0256112000 to 0256113999 | 0266992000 to 0266993999

0249167000 to 0249169999 | 0256228000 to 0256229999

What else do you need to know?

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 the extreme weather events, which included heavy rainfall, damaging winds and abnormally high tides 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 Saturday 12 December 2020 through to Wednesday 16 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 15 December 2020 to 21 February 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 15122020-NSW-E-C-P-NORTHERN RIVERS AND MID NORTH COAST_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.