MSD - 29112021-NSW-E-C-P-NORTHERN RIVERS DISTRICT_RUNL EXT1

Customer Service Advice from Optus

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

As previously notified by Optus on Friday 3 December 2021, the Northern Rivers District of New South Wales was impacted by severe weather on or about Friday 26 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 60 services bringing the total number of services impacted to approximately 135 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 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 The 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, 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:

0256068000 | 0256068999 0266992000 | 0266993999 0756270000 | 0756279999

0256112000 | 0256114999 0756058000 | 0756058999 0756590000 | 0756591999

0256116000 | 0256119999 0756070000 | 0756070999 0756679000 | 0756679999

0266786000 | 0266786999 0756090000 | 0756093999 0756790000 | 0756799999

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 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 Friday 26 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-NORTHERN RIVERS DISTRICT_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.