MSD - 29112021-NSW-E-C-P-CENTRAL AND WESTERN NSW_RUNL_EXT1

Customer Service Advice from Optus

Delay due to 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.

As previously notified by Optus on Monday 6 December 2021, 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.

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 30 January 2022.

The effect of these circumstances applies to an additional 135 services bringing the total number of services impacted to approximately 270 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 30 January 2022. 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 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:

0253534000 | 0253534999 0253543000 | 0253543999 0257324000 | 0257324999

0253535000 | 0253535999 0253544000 | 0253544999 0258048000 | 0258053999

0253536000 | 0253536999 0253545000 | 0253545999 0258060000 | 0258060999

0253537000 | 0253537999 0253546000 | 0253546999 0259083000 | 0259083999

0253538000 | 0253538999 0253547000 | 0253547999 0259590000 | 0259598999

0253540000 | 0253540999 0253548000 | 0253548999 0268346000 | 0268347999

0253541000 | 0253541999 0253550000 | 0253555999

0253542000 | 0253542999 0257132000 | 0257135999

We anticipate that the majority of services will be restored by 9 January 2022. 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 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 Wednesday 24 November 2021 through to Monday 29 November 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 29 November 2021 to 30 January 2022 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_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.