MSD - 22032021-NSW-E-C-P-MID NORTH COAST AND SURROUNDING DISTRICTS_RUNL_EXT2

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

As previously notified by Optus on Monday 29 March 2021 and Friday 30 April 2021, the Mid North Coast District and parts of the Northern Rivers, Hunter and Northern Tablelands Districts of New South Wales were impacted by extreme weather on or about Thursday 18 March 2021 through to Tuesday 23 March 2021. This event resulted in extensive damage to the 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 6 June 2021.

The effect of these circumstances applies to an additional 90 services bringing the total number of services impacted to approximately 1665 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 6 June 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 Bare Bluff Lookout following the NSW coast south past Coffs Harbour, Port Macquarie and Forster to Dark Point. From Dark Point the area turns northwest past Stroud to Bandon Grove, north to Nowendoc then northeast to Yarrowitch. The area heads north to Wards Mistake, northeast to Nymboida then southeast back to Bare Bluff Lookout. 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 | 0249167000 to 0249169999 | 0256228000 to 0256229999

0240091000 to 0240091999 | 0249808000 to 0249997999 | 0265370000 to 0265399999

0240131000 to 0240131999 | 0255240000 to 0255343999 | 0265500000 to 0265699999

0240230000 to 0240238999 | 0255560000 to 0255564999 | 0265800000 to 0265989999

0240241000 to 0240244999 | 0255900000 to 0255918999 | 0266480000 to 0266599999

0240480000 to 0240489999 | 0255942000 to 0255949999 | 0266900000 to 0266929999

0240526000 to 0240526999 | 0256060000 to 0256068999 | 0266992000 to 0266993999

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 the extreme weather events, which included heavy rainfall, damaging winds and flash flooding 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 Thursday 18 March 2021 through to Tuesday 23 March 2021. 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 22 March 2021 to 6 June 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_EXT2

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.