MSD - 28022022-NSW-E-C-P-NORTHERNNEWSOUTH WALES_RUNL

Prolonged rainfall and flooding has resulted in large scale power outages, network damage and delays to network restoration and connection activities due to accessibility issues.

From 28 February 2022 persistent heavy rainfall and severe weather across South Eastern Queensland and North Eastern NSW have resulted in flash and riverine flooding, affecting services from the Tweed area across to Lismore and down past Ballina.

An interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 11,000 premises/services are impacted in the area bounded by and including, but not limited to, the area starting at Tweed Heads heading South West to Woodenbong, heading in a South East direction through Tenterfield before heading South East to Yamba, the boundary then heads back up the coast to Tweed Heads. 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:

0242941977 to 0242941977 | 0266084290 to 0266877987 | 0294518945 to 0294518945

0244027136 to 0244266353 | 0280184215 to 0280959367 | 0295551415 to 0295559810

0246020000 to 0246662039 | 0286684413 to 0286685626 | 0297025209 to 0297025209

0255246664 to 0255246664 | 0287982621 to 0287987701 | 0298100601 to 0298188105

0256110032 to 0256166823 | 0289370351 to 0289649300 | 0298973548 to 0298973548

0257136796 to 0259610605 | 0293192268 to 0293407550 

We anticipate that the majority of services will be restored by 16 March 2022, however, as these weather events are ongoing there may be further delays. 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). Multiple flood warnings with reference number IDQ20885; 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 28 February 2022 to 16 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 28022022-NSW-E-C-P-NORTHERNNEWSOUTH WALES_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.