MSD - 29112021-NSW-E-C-P-CENTRAL AND WESTERN NSW_RUNL

Customer Service Advice from Optus

Delay due to severe weather events in the Northwest Slopes and Plains, and Central West Slopes and Plains Districts and parts of the Central Tablelands, Lower Western and Upper Western Districts of New South Wales.

The Northwest Slopes and Plains, and Central West Slopes and Plains Districts and parts of the Central Tablelands, Lower Western and Upper Western Districts of New South Wales were impacted by severe weather on or about Wednesday 24 November 2021 through to Monday 29 November 2021.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 135 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at White Cliffs and heading north to the NSW/QLD border and following the border easterly past Mungindi and Boggabilla to the Yellowbank Reserve then turns south to Banoon. From Banoon the area turns southwest to Willala, south to Tambar Springs, southwest to Yarrabin, and southeast to Bogee then south to Kanangra. The area heads southwest to Phils Creek, northwest to Barmedman, north to Lake Cowal, west to Naradhan then northwest back to White Cliffs. All suburbs and towns 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:

0253106000 to 0253106999 | 0258048000 to 0258060999 | 0267050000 to 0267059999

0253185000 to 0253185999 | 0258159000 to 0258349999 | 0267247000 to 0267297999

0253188000 to 0253189999 | 0258520000 to 0258579999 | 0267461200 to 0267599999

0253530000 to 0253538999 | 0258810000 to 0258819999 | 0267804000 to 0268986999

0253540000 to 0253548999 | 0259083000 to 0259083999 | 0269708000 to 0269729999

0253550000 to 0253555999 | 0259590000 to 0259598999 | 0745280000 to 0745280999

0257132000 to 0257135999 | 0259700000 to 0259700999 | 0745282000 to 0745282999

0257324000 to 0257324999 | 0263288000 to 0263761299 | 0745648000 to 0745649999

0257944000 to 0257945999 | 0263900000 to 0263949999 | 0746763000 to 0746772999

We anticipate that the majority of services will be restored by 26 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 and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 24 November 2021 initially at 1:50 pm Wednesday, 24 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 29 November 2021 to 26 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 29112021-NSW-E-C-P-CENTRAL AND WESTERN 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.