MSD - 25022022-NSW-E-C-P-NORTHERN NSW_RUNL_EXT2

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

As previously notified by Optus on Monday 7^th of March 2022, the Northern Rivers, Mid North Coast and Northern Tablelands Districts and parts of the Hunter, Central Tablelands and Northwest Slopes & Plains Districts 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 telecommunications 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 24 April 2022.

The effect of these circumstances applies to an additional 480 services bringing the total number of services impacted to approximately 1,110 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 24 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 are not limited to the area starting at the area starting at starting at Duranbah Beach on the QLD/NSW border following the coastline south past Byron Bay, Port Macquarie, and Newcastle to the Barrenjoey Lighthouse then northwest to Canoelands. From Canoelands the heads north to Bucketty, west to Glen Davis, north to Merriwa then northwest to Rocky Glen. The area turns northeast past Gravesend to Blue Nobby then north to the NSW/QLD border and continues following the border easterly back to Duranbah 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:

0240077000 | 0240077999 0256116000 | 0256119999 0745280000 | 0745280999

0240091000 | 0240091999 0256200000 | 0256229999 0745283000 | 0745283999

0240131000 | 0240131999 0257129000 | 0257129999 0746531200 | 0746539999

0240140000 | 0240159999 0257131000 | 0257135999 0746712300 | 0746753999

0240230000 | 0240238999 0257324000 | 0257324999 0755060000 | 0755249999

0240241000 | 0240244999 0257328000 | 0257328999 0755360000 | 0755369999

0240280000 | 0240527999 0257750000 | 0257769999 0755651000 | 0755699799

0240880000 | 0240887999 0257946000 | 0257946999 0755866000 | 0755999999

0243210000 | 0243999999 0265200000 | 0265269999 0756058000 | 0756058999

0249020000 | 0249999999 0265370000 | 0266049999 0756070000 | 0756070999

0255240000 | 0255343999 0266180000 | 0267019999 0756090000 | 0756093999

0255560000 | 0255564999 0267200000 | 0267956199 0756270000 | 0756279999

0255900000 | 0255918999 0284440000 | 0284449999 0756590000 | 0756599999

0255938000 | 0255949999 0289190000 | 0289190999 0756679000 | 0756679999

0256060000 | 0256068999 0299738000 | 0299738999 0756790000 | 0756799999

0256112000 | 0256114999 0299850000 | 0299859999

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 24 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 25022022-NSW-E-C-P-NORTHERN 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.