MSD - 22112021-NSW-E-C-P-NORTHERN NSW_RUNL

Customer Service Advice from Optus

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

The Northern Tablelands and Mid North Coast Districts and parts of the Hunter, Northern Rivers, Central Tablelands and North West Slopes and Plains Districts of New South Wales were impacted by severe weather on or about Saturday 20 November 2021 through to Sunday 21 November 2021.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 435 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Beswicks Beach following the coastline south past Coffs Harbour, Port Macquarie and Forster to Dark Point, then west to Clarence Town. From Clarence Town the area heads southwest past Thornton to Wyong Creek, west to Ben Bullen, and northwest to Stuart Town then north to Mendooran. The area turns northeast past Rocky Glen and Gravesend to Blue Knobby then north to the NSW/QLD border. The area continues following the border easterly past Bonshaw to the Numinbah Rd Border Crossing Lookout, southeast to Huonbrook, south to Corndale then southeast back to Beswicks 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 | 0253552000 to 0253552999 | 0257946000 to 0257946999

0240091000 to 0240091999 | 0255240000 to 0255343999 | 0258048000 to 0258048999

0240131000 to 0240131999 | 0255560000 to 0255564999 | 0263050000 to 0263053999

0240150000 to 0240159999 | 0255900000 to 0255918999 | 0263570000 to 0263588699

0240230000 to 0240238999 | 0255938000 to 0255949999 | 0263700000 to 0263799999

0240241000 to 0240244999 | 0256060000 to 0256068999 | 0265200000 to 0266049999

0240358000 to 0240527999 | 0256112000 to 0256114999 | 0266200000 to 0267019999

0249090000 to 0249169999 | 0256116000 to 0256119999 | 0267200000 to 0267956199

0249300000 to 0249399999 | 0256200000 to 0256229999 | 0268260000 to 0268260999

0249808000 to 0249997999 | 0257129000 to 0257129999 | 0268446000 to 0268499999

0253098000 to 0253098999 | 0257131000 to 0257135999 | 0268863000 to 0268864999

0253106000 to 0253106999 | 0257324000 to 0257324999 | 0746531200 to 0746539999

0253530000 to 0253538999 | 0257328000 to 0257328999 | 0746712300 to 0746753999

0253550000 to 0253550999 | 0257750000 to 0257769999 

We anticipate that the majority of services will be restored by 19 December 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 severe weather events can be sourced from the Bureau of Meteorology (BOM). Damaging winds, large hailstones and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 20 November 2021 initially at 3:22 pm Saturday, 20 November 2021, reference number IDN21033; 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 November 2021 to 19 December 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 22112021-NSW-E-C-P-NORTHERN NSW_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.