30032022-NSW-E-C-P-NORTHERN NSW_RUNL_EXT1

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

As previously notified by Optus on Wednesday 6^th April 2022, the Northern Rivers, Mid North Coast and Northern Tablelands Districts, and parts of the Hunter, and North West Slopes & Plains Districts of New South Wales were impacted by severe weather on or about Saturday 26 March 2022 through to Wednesday 30 March 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 29 May 2022.

The effect of these circumstances applies to an additional 240 services bringing the total number of services impacted to approximately 750 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 29 May 2022. This date is indicative only; Optus customers should anticipate that some further delays may occur.

Optus services are impacted in the area bounded by and including, but not limited to, the area starting at 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 northwest to Bandon Grove. From Bandon Grove the area heads north to Nowendoc, northwest to Limbri, north to Bendemeer then northwest to Pallal. The area turns north to Gravesend, northeast to Blue Nobby 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 | 0256116000 to 0256119999 | 0745283000 to 0745283999

0240091000 to 0240091999 | 0256200000 to 0256229999 | 0746531200 to 0746539999

0240131000 to 0240131999 | 0257131000 to 0257133999 | 0746712300 to 0746753999

0240230000 to 0240238999 | 0257135000 to 0257135999 | 0755060000 to 0755249999

0240241000 to 0240244999 | 0257324000 to 0257324999 | 0755360000 to 0755369999

0240480000 to 0240489999 | 0257750000 to 0257759999 | 0755651000 to 0755699799

0240526000 to 0240526999 | 0265370000 to 0265399999 | 0755866000 to 0755999999

0249167000 to 0249169999 | 0265500000 to 0265699999 | 0756058000 to 0756058999

0249808000 to 0249997999 | 0265800000 to 0266049999 | 0756070000 to 0756070999

0255240000 to 0255343999 | 0266180000 to 0266929999 | 0756090000 to 0756093999

0255560000 to 0255564999 | 0266992000 to 0266993999 | 0756270000 to 0756279999

0255900000 to 0255918999 | 0267200000 to 0267399999 | 0756590000 to 0756599999

0255942000 to 0255949999 | 0267607500 to 0267799999 | 0756679000 to 0756679999

0256060000 to 0256068999 | 0267922000 to 0267924899 | 0756790000 to 0756799999

0256112000 to 0256114999 | 0745280000 to 0745280999

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 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 26 March 2022 through to Wednesday 30 March 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 30 March 2022 to 29 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 30032022-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.