MSD - 07012022-NSW-E-C-P-RIVERINA AND SURROUNDING DISTRICTS_RUNL

Delay due to severe weather events in parts of the Riverina and Central West Slopes and Plains Districts of New South Wales.

Parts of the Riverina and Central West Slopes and Plains Districts of New South Wales were impacted by severe weather on or about Wednesday 5 January 2022 through to Friday 7 January 2022 and again Monday 10 January 2022 through Tuesday 11 January 2022.

An interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 60 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Tullibigeal heading east to Corinella, southeast to Quandialla, southwest to Rand then northwest to Moonbria. From Moonbria the area turns northeast to Mabins Well, north to Goolgowi then northeast back to Tullibigeal. 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:

0259083000 | 0259083999 0259590000 | 0259598999 0260289000 | 0260369299

0259323000 | 0259329999 0259701000 | 0259763999 0269197000 | 0269951499

We anticipate that the majority of services will be restored by 6 February 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 heavy rainfall are referred to in the BOM Severe Weather Warning issued for 5 January 2022 initially at 6:09 pm Wednesday, 5 January 2022, 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 7 January 2022 to 6 February 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 07012022-NSW-E-C-P-RIVERINA AND SURROUNDING DISTRICTS_RUNLYou 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.