MSD - 20122021-NSW-E-C-P-SOUTHERN TABLELANDS AND SURROUNDING DISTRICTS_RUNL

Customer Service Advice from Optus

Delay due to severe weather events in the Southern Tablelands, South West Slopes Districts and Australian Capital Territory District and parts of the Illawarra, Riverina and Central Tablelands Districts of New South Wales.

The Southern Tablelands, South West Slopes Districts and Australian Capital Territory District and parts of the Illawarra, Riverina and Central Tablelands Districts of New South Wales were impacted by severe weather on or about Saturday 18 December 2021 through Sunday 19 December 2021.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 180 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Penrose heading southwest past Nerriga to Deua River Valley, west to Neringla then southwest to Jinden. From Jinden the area turns northwest to Tantangara, southwest to Munderoo, west to Lowesdale then northeast past Lockhart, Gidginbung to Quandialla. The area heads east to Hovells Creek, northeast to Curragh, east to Kanangra then southeast past Bullio back to Penrose. 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:

0248200000 to 0248499999 | 0259090000 to 0259093999 | 0260870000 to 0260879999

0248541000 to 0248542999 | 0259138000 to 0259138999 | 0261180000 to 0261629099

0253098000 to 0253098999 | 0259244000 to 0259433999 | 0261830000 to 0261831999

0253106000 to 0253106999 | 0259590000 to 0259598999 | 0261910000 to 0262999999

0253530000 to 0253538999 | 0259633000 to 0259719999 | 0263800000 to 0263916999

0253540000 to 0253548999 | 0260232800 to 0260527999 | 0269200000 to 0269495999

0253553000 to 0253555999 | 0260651000 to 0260655999 | 0269710000 to 0269834999

0259083000 to 0259083999 

We anticipate that the majority of services will be restored by 23 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 these severe weather events can be sourced from the Bureau of Meteorology (BOM). Damaging winds and large hailstones are referred to in the BOM Severe Weather Warning issued for 18 December 2021 initially at 6:14 pm Saturday, 18 December 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 20 December 2021 to 23 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 20122021-NSW-E-C-P-SOUTHERN TABLELANDS 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.