MSD - 17012022-NSW-E-C-P-NORTHERN NSW_RUNL_EXT1

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.

As previously notified by Optus on Tuesday 25^th January 2022, 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. This event resulted in extensive damage to the network. Due to the extent of damage to the 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 13 March 2022.

The effect of these circumstances applies to an additional 330 services bringing the total number of services impacted to approximately 960 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 13 March 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 are 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.

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 to 0240077999 | 0255938000 to 0255949999 | 0268260000 to 0268260999

0240091000 to 0240091999 | 0256060000 to 0256068999 | 0268446000 to 0268499999

0240131000 to 0240131999 | 0256112000 to 0256114999 | 0268863000 to 0268864999

0240150000 to 0240159999 | 0256116000 to 0256119999 | 0745280000 to 0745280999

0240230000 to 0240238999 | 0256200000 to 0256229999 | 0745283000 to 0745283999

0240241000 to 0240244999 | 0257129000 to 0257129999 | 0746531200 to 0746539999

0240358000 to 0240527999 | 0257131000 to 0257135999 | 0746712300 to 0746753999

0249090000 to 0249169999 | 0257324000 to 0257324999 | 0755060000 to 0755249999

0249300000 to 0249399999 | 0257328000 to 0257328999 | 0755360000 to 0755369999

0249808000 to 0249997999 | 0257750000 to 0257769999 | 0755651000 to 0755699799

0253098000 to 0253098999 | 0257946000 to 0257946999 | 0755866000 to 0755999999

0253106000 to 0253106999 | 0258048000 to 0258048999 | 0756058000 to 0756058999

0253530000 to 0253538999 | 0263050000 to 0263053999 | 0756070000 to 0756070999

0253550000 to 0253550999 | 0263570000 to 0263588699 | 0756090000 to 0756093999

0253552000 to 0253552999 | 0263700000 to 0263799999 | 0756270000 to 0756279999

0255240000 to 0255343999 | 0265200000 to 0266049999 | 0756590000 to 0756599999

0255560000 to 0255564999 | 0266180000 to 0267019999 | 0756679000 to 0756679999

0255900000 to 0255918999 | 0267200000 to 0267956199 | 0756790000 to 0756799999

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 damaging winds, large hailstones and heavy rainfall 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 Saturday 15 January 2022 through to Sunday 16 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 13 March 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_EXT1

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.