MSD - 17012022-NSW-E-C-P-NORTHERN NSW_RUNL

Delay due to severe weather events in Northern Rivers, Northern Tablelands and Mid North Coast Districts and parts of the Hunter, Central Tablelands and North West Slopes and Plains Districts of New South Wales.

The Northern Rivers, Northern Tablelands and Mid North Coast Districts and parts of the Hunter, Central Tablelands and North West Slopes and Plains Districts of New South Wales were impacted by severe weather on or about Saturday 15 January 2022 through to Sunday 16 January 2022.

An interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 630 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, Port Macquarie and Forster to Dark Point, then west to Clarence Town. From Clarence Town the area heads southwest past Thornton to Wyong Creek, west to Ben Bullen, and northwest to Stuart Town then north to Mendooran. The area turns northeast past Rocky Glen and Gravesend to Blue Knobby then north to the NSW/QLD border and continues following 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 in this exemption.

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:

0240077000 | 0240077999 0255938000 | 0255949999 0268260000 | 0268260999

0240091000 | 0240091999 0256060000 | 0256068999 0268446000 | 0268499999

0240131000 | 0240131999 0256112000 | 0256114999 0268863000 | 0268864999

0240150000 | 0240159999 0256116000 | 0256119999 0745280000 | 0745280999

0240230000 | 0240238999 0256200000 | 0256229999 0745283000 | 0745283999

0240241000 | 0240244999 0257129000 | 0257129999 0746531200 | 0746539999

0240358000 | 0240527999 0257131000 | 0257135999 0746712300 | 0746753999

0249090000 | 0249169999 0257324000 | 0257324999 0755060000 | 0755249999

0249300000 | 0249399999 0257328000 | 0257328999 0755360000 | 0755369999

0249808000 | 0249997999 0257750000 | 0257769999 0755651000 | 0755699799

0253098000 | 0253098999 0257946000 | 0257946999 0755866000 | 0755999999

0253106000 | 0253106999 0258048000 | 0258048999 0756058000 | 0756058999

0253530000 | 0253538999 0263050000 | 0263053999 0756070000 | 0756070999

0253550000 | 0253550999 0263570000 | 0263588699 0756090000 | 0756093999

0253552000 | 0253552999 0263700000 | 0263799999 0756270000 | 0756279999

0255240000 | 0255343999 0265200000 | 0266049999 0756590000 | 0756599999

0255560000 | 0255564999 0266180000 | 0267019999 0756679000 | 0756679999

0255900000 | 0255918999 0267200000 | 0267956199 0756790000 | 0756799999

We anticipate that the majority of services will be restored by 20 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, large hailstones and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 15 January 2022 initially at 3:17 pm Saturday, 15 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 17 January 2022 to 20 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 17012022-NSW-E-C-P-NORTHERN NSW_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.