MSD - 25022022-NSW-E-C-P-NORTHERN NSW_RUNL_EXT3

Delay due to severe weather events in parts of the Hunter District of New South Wales.

As previously notified by Optus on Monday 28 March 2022, parts of the Hunter District of New South Wales were impacted by severe weather on or about Monday 21 February 2022 through to Thursday 24 February 2022 and again Friday 25 February 2022 through Monday 28 February 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 15 May 2022.

The effect of these circumstances applies to an additional 105 services bringing the total number of services impacted to approximately 1,215 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 15 May 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 the area starting at starting at Dark Point following the NSW coastline south past Newcastle to the Barrenjoey Lighthouse then northwest to Canoelands. From Canoelands the area heads northeast to Upper Mangrove, northwest past Higher MacDonald and Wollemi to Kelgoola then north past Kerrabee to Cattle Creek. The area turns west past Ardglen to Curricabark then southwest to Gloucester Tops. From Gloucester Tops the area heads southeast past Wards River to Markwell, south to Crawford then southeast back to Dark Point. 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 | 0240880000 to 0240887999 | 0265400000 to 0265499999

0240091000 to 0240091999 | 0243210000 to 0243999999 | 0265700000 to 0265799999

0240131000 to 0240131999 | 0249020000 to 0249999999 | 0284440000 to 0284449999

0240140000 to 0240159999 | 0255900000 to 0255918999 | 0289190000 to 0289190999

0240230000 to 0240238999 | 0255938000 to 0255945999 | 0299738000 to 0299738999

0240241000 to 0240244999 | 0265200000 to 0265269999 | 0299850000 to 0299859999

0240280000 to 0240527999 

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 Monday 21 February 2022 through to Thursday 24 February 2022 and again Friday 25 February 2022 through Monday 28 February 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 25 February 2022 to 15 May 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 25022022-NSW-E-C-P-NORTHERN NSW_RUNL_EXT3

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.