MSD - 17012022-NSW-E-C-P-SOUTHERN NSW_RUNL_EXT2

Delay due to severe weather events in the South Coast and Snowy Mountains Districts and parts of the Southern Tablelands and Illawarra Districts of New South Wales.

As previously notified by Optus on Monday 24^th January 2022 and on Monday 21^st February 2022, the South Coast and Snowy Mountains Districts and parts of the Southern Tablelands 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. This event resulted in extensive damage to the telecommunications network. Due to the extent of damage to the Optus 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 10 April 2022.

The effect of these circumstances applies to an additional 75 services bringing the total number of services impacted to approximately 735 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 10 April 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 is 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 Murray Gorge then northeast to Yarrangobilly.  From Yarrangobilly the areas heads east to Jerrabattgulla, northeast to Bungonia, east to Tolwong, and north to Wingello then east back to Werri Beach. All suburbs and towns, offshore 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 0244123000 | 0244299999 0248459000 | 0248459999

0242931000 | 0242931999 0244410000 | 0244799999 0264270000 | 0264272999

0244059000 | 0244059999 0244810000 | 0244819999 0264480000 | 0264599999

0244078000 | 0244078999 0248258000 | 0248283999 0264910000 | 0264999999

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, damaging winds and large hailstones 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 14 January 2022 through to Saturday 15 January 2022. 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 17 January 2022 to 10 April 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_EXT2

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.