MSD - 10032021 NSW ECP Hunter and Northern NSW

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

Parts of the Hunter, North West Slopes and Plains, Mid North Coast, and Northern Tablelands Districts of New South Wales were impacted by severe weather on or about Monday 8 March 2021 through to Tuesday 9 March 2021.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 195 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at One Ton Post heading north to the NSW/QLD border and following the border easterly past Mungindi and Boggabilla to Twin Rivers then south to Yetman. From Yetman the area turns southwest to Bingara, southeast to Camerons Creek, northeast to Furracabad, and east to Newton Boyd then southeast to Deer Vale. The area heads south to Banda Banda, southwest to Rawdon Vale, south past Wallarobba to Brandy Hill, and southwest to Bucketty then northwest to Wollemi. From Wollemi the area heads north to Kars Springs, northwest to Box Ridge, northeast to Rocky Glen, and northwest to Pilliga then north back to One Ton Post. All suburbs and towns serviced by Optus within these boundaries are encompassed. 

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 | 0249300000 to 0249399999 | 0257750000 to 0257769999

0240091000 to 0240091999 | 0249900000 to 0249996999 | 0257944000 to 0257946999

0240131000 to 0240131999 | 0255900000 to 0255918999 | 0265200000 to 0265269999

0240150000 to 0240159999 | 0255938000 to 0255945999 | 0265400000 to 0265499999

0240230000 to 0240238999 | 0257129000 To 0257129999 | 0265700000 to 0265799999

0240241000 to 0240244999 | 0257131000 to 0257135999 | 0267010000 to 0267059999

0240358000 to 0240527999 | 0257324000 to 0257324999 | 0267247000 to 0267999999

0249090000 to 0249099999 | 0257328000 to 0257328999 | 0746763000 to 0746772999

We anticipate that the majority of services will be restored by 11 April 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 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 8 March 2021 initially at 2:02 pm Monday, 8 March 2021, 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 10 March 2021 to 11 April 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 10032021-NSW-E-C-P-HUNTER AND NORTHERN 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.