07042022-NSW-E-C-P-SOUTH COAST AND SURROUNDING DISTRICTS_RUNL

Delay due to severe weather events in the South Coast and Snowy Mountains Districts and parts of the Southern Tablelands and Illawarra Districts of New South Wales.

The South Coast and Snowy Mountains Districts and parts of the Southern Tablelands and Illawarra Districts of New South Wales were impacted by severe weather on or about Saturday 2 April 2022 through to Sunday 3 April 2022 and again Tuesday 5 April 2022 through to Thursday 7 April 2022.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 105 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Werri Beach following the coastline south past Jervis Bay, Ulladulla and Bermagui to the NSW/VIC border and continues following the NSW/VIC border westerly to Murray Gorge then northeast to Yarrangobilly. From Yarrangobilly the areas heads east to Jerrabattgulla, northeast to Bungonia, east to Tolwong, and north to Wingello then east back to Werri 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:

0242340000 to 0242349999 | 0244123000 to 0244299999 | 0248459000 to 0248459999

0242931000 to 0242931999 | 0244410000 to 0244799999 | 0264270000 to 0264272999

0244059000 to 0244059999 | 0244810000 to 0244819999 | 0264480000 to 0264599999

0244078000 to 0244078999 | 0248258000 to 0248283999 | 0264910000 to 0264999999

We anticipate that the majority of services will be restored by 8 May 2022. 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). Damaging winds and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 2 April 2022 initially at 4:52 am Saturday, 2 April 2022, reference number IDN21037; 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 7 April 2022 to 8 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 07042022-NSW-E-C-P-SOUTH COAST AND SURROUNDING DISTRICTS_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.