MSD - 22032021 NSW ECP Sydney and Surrounding Districts RUNL

Delay due to extreme weather events in Sydney Metropolitan District and parts of the Central Tablelands, Central West Slopes and Plains, and Hunter Districts of New South Wales.

The Sydney Metropolitan District and parts of the Central Tablelands, Central West Slopes and Plains, and Hunter Districts of New South Wales were impacted by extreme weather on or about Friday 19 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 1,950 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Barrenjoey Lighthouse following the coastline south past Sydney and Cronulla to Garie Beach then northwest to Kentlyn. From Kentlyn the area continues northwest past Werombi to Jenolan, north to Capertee, and northwest to Albert then northeast to Merrigal. The area heads northwest to The Marra, northeast to Ginghet-Carinda, southeast to Willala, and southwest to Box Ridge then southeast to Merriwa. From Merriwa the area turns south to Wollemi, southeast to Bucketty, south to Singletons Mill then southeast back to the Barrenjoey Lighthouse. All suburbs and towns, including Metropolitan Sydney, 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:

0245049000 to 0245049999 | 0265217000 to 0265217999 | 0284670000 to 0284679999

0245600000 to 0245889999 | 0265325000 to 0265325999 | 0284950000 to 0284959999

0247048000 to 0247048999 | 0265480000 to 0265498999 | 0285080000 to 0285449999

0247063000 to 0247065999 | 0268010000 to 0268499999 | 0285570000 to 0285969999

0247200000 to 0247399999 | 0268621700 to 0268696999 | 0286250000 to 0286259999

0247510000 to 0247599999 | 0268800000 to 0268981299 | 0286280000 to 0286289999

0247730000 to 0247899999 | 0280210000 to 0280219999 | 0286331000 to 0286339999

0253098000 to 0253098999 | 0280445000 to 0280449999 | 0286500000 to 0286509999

0253106000 to 0253106999 | 0280540000 to 0280549999 | 0286647000 to 0286709999

0253185000 to 0253185999 | 0280650000 to 0280659999 | 0286770000 to 0286789999

0253530000 to 0253538999 | 0280680000 to 0280689999 | 0287000000 to 0289259999

0253540000 to 0253548999 | 0280840000 to 0280849999 | 0289370000 to 0289374999

0253550000 to 0253550999 | 0280948000 to 0280950999 | 0289550000 to 0289809999

0253552000 to 0253552999 | 0280958000 to 0280959999 | 0290190000 to 0290206099

0255913000 to 0255913999 | 0281890000 to 0281899999 | 0290310000 to 0290319999

0258048000 to 0258060999 | 0282020000 to 0282049999 | 0290902000 to 0290902999

0258521000 to 0258521999 | 0282170000 to 0283129999 | 0291050000 to 0291309999

0258813000 to 0258819999 | 0283320000 to 0283999999 | 0291440000 to 0291539999

0263050000 to 0263053999 | 0284079000 to 0284079999 | 0291810000 to 0291819999

0263500000 to 0263594999 | 0284110000 to 0284119999 | 0292000000 to 0299999999

0263700000 to 0263799999 | 0284220000 to 0284489999

We anticipate that the majority of services will be restored by 18 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 extreme weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall and damaging winds are referred to in the BOM Severe Weather Warning issued for 19 March 2021 initially at 4:41 pm Friday, 19 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 18 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 22032021-NSW-E-C-P-SYDNEY 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.