Customer Service Advice from Optus

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

The Mid North Coast, Northern Rivers, Hunter, Northern Tablelands Districts and parts of the Central Tablelands, and North West Slopes and Plains Districts of New South Wales were impacted by extreme weather on or about Thursday 18 March 2021 through to Tuesday 23 March 2021.

An interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 1,200 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at starting at Duranbah Beach on the QLD/NSW border following the coastline south past Byron Bay, Port Macquarie and Newcastle to Patonga crossing the Hawkesbury River to Gunyah Point. From Gunyah Point the area turns northeast to Berowra Creek, north to Bucketty, northwest to Wollemi, and north to Merriwa then northeast to Kars Springs. The area heads northwest to Box Ridge, northeast to Pallal, northwest to Gravesend then northeast to Blue Nobby. From Blue Nobby the area heads north to the NSW/QLD border and follows the border easterly past Texas and Mount Lindesay back to Duranbah Beach. All suburbs and towns, off shore islands and coastal areas 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 | 0256116000 to 0256119999 | 0745280000 to 0745280999

0240091000 to 0240091999 | 0256200000 to 0256229999 | 0745283000 to 0745283999

0240131000 to 0240131999 | 0257129000 to 0257129999 | 0746531200 to 0746539999

0240140000 to 0240159999 | 0257131000 to 0257135999 | 0746712300 to 0746753999

0240230000 to 0240238999 | 0257324000 to 0257324999 | 0755060000 to 0755249999

0240241000 to 0240244999 | 0257328000 to 0257328999 | 0755360000 to 0755369999

0240280000 to 0240527999 | 0257750000 to 0257769999 | 0755651000 to 0755699799

0240880000 to 0240887999 | 0257946000 to 0257946999 | 0755866000 to 0755999999

0243210000 to 0243999999 | 0265200000 to 0265269999 | 0756058000 to 0756058999

0249020000 to 0249999999 | 0265370000 to 0266049999 | 0756070000 to 0756070999

0255240000 to 0255343999 | 0266180000 to 0267019999 | 0756090000 to 0756093999

0255560000 to 0255564999 | 0267200000 to 0267956199 | 0756270000 to 0756279999

0255900000 to 0255918999 | 0284440000 to 0284449999 | 0756590000 to 0756599999

0255938000 to 0255949999 | 0289190000 to 0289190999 | 0756679000 to 0756679999

0256060000 to 0256068999 | 0299738000 to 0299738999 | 0756790000 to 0756799999

0256112000 to 0256114999 | 0299850000 to 0299859999

We anticipate that the majority of services will be restored by 2 May 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 flash flooding are referred to in the BOM Severe Weather Warning issued for 18 March 2021 initially at 4:58 am Thursday, 18 March 2021, 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 22 March 2021 to 2 May 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 22032021-NSW-E-C-P-MID NORTH COAST AND SURROUNDING DISTRICTS_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.