MSD - 15122020-NSW-E-C-PNORTHERN RIVERS AND MID NORTH COAST_RUNL

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.

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.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 1,110 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Duranbah Beach on the QLD/NSW border following the coastline south past Kingscliff, Byron Bay, Port Maquarie and Forster to Seal Rocks, then west to Stroud. From Stroud the area turns north to Nowendoc, northwest past Bendemeer to Warrabah, and northeast to Glen Innes then northwest Bonshaw. The area heads north to the NSW/QLD border and follows the border easterly back to Duranbah 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 | 0255942000 To 0255949999 | 0755060000 To 0755249999

0240091000 To 0240091999 | 0256060000 To 0256066999 | 0755360000 To 0755369999

0240131000 To 0240131999 | 0256068000 To 0256068999 | 0755651000 To 0755699799

0240230000 To 0240238999 | 0256112000 To 0256114999 | 0755866000 To 0755999999

0240241000 To 0240244999 | 0256116000 To 0256119999 | 0756058000 To 0756058999

0240481000 To 0240489999 | 0256200000 To 0256229999 | 0756070000 To 0756070999

0240526000 To 0240526999 | 0265370000 To 0265399999 | 0756090000 To 0756093999

0249167000 To 0249169999 | 0265500000 To 0265699999 | 0756270000 To 0756279999

0249808000 To 0249997999 | 0265800000 To 0266049999 | 0756590000 To 0756599999

0255240000 To 0255343999 | 0266180000 To 0266929999 | 0756679000 To 0756679999

0255560000 To 0255564999 | 0266992000 To 0266993999 | 0756790000 To 0756799999

0255900000 To 0255918999 | 0267345000 To 0267395999

We anticipate that the majority of services will be restored by 31 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.

What else do you need to know?

Information as to the nature of these extreme weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall, damaging winds and abnormally high tides are referred to in the BOM Severe Weather Warning issued for 12 December 2020 initially at 12:07 am Saturday, 12 December 2020, reference number IDN21037; 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 15 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 15122020-NSW-E-C-PNORTHERN RIVERS AND MID NORTH COAST_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