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

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

The South Coast, Snowy Mountains, South West Slopes, Southern Tablelands Districts and Australian Capital Territory District and parts of the Riverina, Central West Slopes & Plains and Illawarra Districts of New South Wales were impacted by severe weather on or about Friday 14 January 2022 through to Saturday 15 January 2022.

An interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 390 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Werri Beach following the coastline south past Jervis Bay, Ulladulla and Bermagui to the NSW/VIC border and continues following the NSW/VIC border westerly to Bringenbrong then north to Greg Greg. From Greg Greg the area heads northwest to Munderoo, west to Lowesdale, northwest to Moonbria, and northeast to Mabins Well then north to Goolgowi. The area turns northeast to Tullibigeal, east to Corinella, southeast to Quandialla, and east to Hovells Creek then northeast to Wyangala. From Wyangala the area heads east to Porters Retreat, southeast to Wingello then east back to Werri 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:

0242340000 | 0242349999 0248541000 | 0248542999 0259633000 | 0259763999

0242931000 | 0242931999 0248600000 | 0248899999 0260232800 | 0260527999

0244059000 | 0244059999 0253098000 | 0253098999 0260651000 | 0260655999

0244078000 | 0244078999 0253106000 | 0253106999 0260870000 | 0260879999

0244123000 | 0244299999 0253530000 | 0253538999 0261180000 | 0261629099

0244410000 | 0244799999 0253540000 | 0253548999 0261830000 | 0261831999

0244810000 | 0244819999 0253553000 | 0253555999 0261910000 | 0262999999

0246020000 | 0246020999 0259083000 | 0259083999 0263800000 | 0263916999

0246031000 | 0246032999 0259090000 | 0259093999 0264270000 | 0264272999

0246200000 | 0246599999 0259138000 | 0259138999 0264480000 | 0264599999

0246770000 | 0246849999 0259244000 | 0259433999 0264910000 | 0264999999

0248200000 | 0248499999 0259590000 | 0259598999 0269197000 | 0269951499

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). Heavy rainfall, damaging winds and large hailstones are referred to in the BOM Severe Weather Warning issued for 14 January 2022 initially at 9:54 pm Friday, 14 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-SOUTHERN 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.