MSD - 29112021-NSW-E-C-P-NORTHERN RIVERS DISTRICT_RUNL

Customer Service Advice from Optus

Delay due to severe weather events in the Northern Rivers District of New South Wales.

The Northern Rivers District of New South Wales was impacted by severe weather on or about Friday 26 November 2021. 

An interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 75 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Duranbah Beach on the QLD/NSW border following the coastline south past Byron Bay to Patches Beach then northwest past Modanville to The Channon. From Channon the area turns north to Nightcap, west Barkers Vale then north to the NSW/QLD border and follows the border easterly back to Duranbah Beach. All suburbs and towns, offshore 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:

0256060000 | 0256068999 0755060000 | 0755249999 0756090000 | 0756093999

0256112000 | 0256114999 0755360000 | 0755369999 0756270000 | 0756279999

0256116000 | 0256119999 0755651000 | 0755699799 0756590000 | 0756599999

0266180000 | 0266399999 0755866000 | 0755999999 0756679000 | 0756679999

0266700000 | 0266895999 0756058000 | 0756058999 0756790000 | 0756799999

0266992000 | 0266993999 0756070000 | 0756070999

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). Destructive winds, large hailstones and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 17 November 2021 initially at 4:40 pm Wednesday, 17 November 2021, reference number IDQ20133; 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 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 23112021-QLD-E-C-P-SOUTHEAST QLD 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). Information on the TIO and contact details are available on the Internet (www.tio.com.au) and in the White Pages® telephone directory.