MSD - 01102021-NSW-E-C-P-CENTRAL TABLELANDS AND SURROUNDING DISTRICTS_RUNL_EXT1

Customer Service Advice from Optus

Delay due to severe weather in the Central Tablelands District and parts of the Southern Tablelands, South West Slopes, and Central West Slopes & Plains Districts of New South Wales.

reviously notified by Optus on Thursday 14 October 2021, the Central Tablelands District and parts of the Southern Tablelands, South West Slopes, and Central West Slopes & Plains Districts of New South Wales were impacted by severe weather on or about Thursday 30 September 2021 through to Friday 1 October 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 28 November 2021.

The effect of these circumstances applies to an additional 105 services bringing the total number of services impacted to approximately 240 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 28 November 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 Box Ridge heading southeast to Bunnan, southwest to Newnes, west to Ben Bullen, and south to Mount Werong then southeast past Wombeyan Caves to Wingello. From Wingello the area turns southwest to Oallen, west to Springrange, southwest to Brindabella, northwest to Gobarralong, and northeast to Reids Flat then northwest to Greenethorpe. The area heads north to Baldry, east to Farnham, north to Mollyan then northeast back to Box Ridge. All suburbs and towns 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:

0248200000 to 0248499999 | 0258048000 to 0258048999 | 0263900000 to 0263949999

0248541000 to 0248542999 | 0261180000 to 0261187999 | 0265217000 to 0265217999

0253098000 to 0253098999 | 0261346000 to 0261346999 | 0265325000 to 0265325999

0253106000 to 0253106999 | 0261386000 to 0261386999 | 0265480000 to 0265498999

0253185000 to 0253185999 | 0261526000 to 0261527999 | 0268260000 to 0268260999

0253188000 to 0253189999 | 0261560000 to 0261569999 | 0268347000 to 0268347999

0253530000 to 0253538999 | 0261830000 to 0261831999 | 0268446000 to 0268595299

0253540000 to 0253548999 | 0262201000 to 0262279999 | 0268863000 to 0268864999

0253550000 to 0253555999 | 0263050000 to 0263053999

0255913000 to 0255913999 | 0263288000 to 0263799999

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 severe weather events, which included damaging winds, large hailstones and heavy rainfall 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 30 September 2021 through to Friday 1 October 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 1 October 2021 to 28 November 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 01102021-NSW-E-C-P-CENTRAL TABLELANDS AND SURROUNDING DISTRICTS_RUNL_EXT1

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