MSD - 23032021-NSW-E-C-P-SOUTH COAST AND SURROUNDING DISTRICTS_RUNL

Delay due to extreme weather events in the South Coast District and parts of the Snowy Mountains, Southern Tablelands and Illawarra Districts of New South Wales.

The South Coast District and parts of the Snowy Mountains, Southern Tablelands and Illawarra Districts of New South Wales were impacted by extreme weather on or about Saturday 20 March 2021 through Tuesday 23 March 2021.

An interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 165 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Werri Beach following the coastline south past Jervis Bay and Ulladulla to the NSW/VIC border and continues following the border westerly to the Princes Hwy (A1). The area turns northwest past Cathcart to Steeple Flat, north to Jerangle, and northeast to Windellama then north to the Wombeyan Caves. From the Wombeyan Caves the area heads northeast past the Burragorang Lookout to Werombi then southeast to Kentlyn. The area turns southwest to Wedderburn, south to Cordeaux, southwest to Mount Murray then southeast back to Werri 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:

0242340000 to 0242349999 | 0244810000 to 0244819999 | 0248459000 to 0248459999

0242931000 to 0242931999 | 0246020000 to 0246020999 | 0248541000 to 0248542999

0244059000 to 0244059999 | 0246031000 to 0246032999 | 0248600000 to 0248899999

0244078000 to 0244078999 | 0246200000 to 0246599999 | 0264270000 to 0264270999

0244123000 to 0244299999 | 0246770000 to 0246849999 | 0264910000 to 0264999999

0244410000 to 0244799999 | 0248258000 to 0248283999

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). Damaging winds and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 20 March 2021 initially at 2:12 am Saturday, 20 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 23 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 23032021-NSW-E-C-P-SOUTH 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).