MSD-08042022-NSW-E-C-P-SYDNEY METROPOLITAN AND SURROUNDING AREA_RUNL_EXT1

Delay due to severe weather in parts of the Sydney Metropolitan, Hunter and Central Tablelands Districts of New South Wales.

As previously notified by Optus on Friday 15^th April 2022, parts of the Sydney Metropolitan, Hunter and Central Tablelands Districts of New South Wales were impacted by severe weather on or about Tuesday 5 April 2022 through to Thursday 7 April 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 22 May 2022.

The effect of these circumstances applies to an additional 45 services bringing the total number of services impacted to approximately 735 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 22 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 Wirraba heading east to Bucketty, southeast to Kulnara, south to Mount White then southwest to Kenthurst. From Kenthurst the area turns west to Londonderry, northwest to Mount Tomah then northeast back to Wirraba. All suburbs and towns 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:

0245049000 to 0245049999 | 0245600000 to 0245889999 | 0296520000 to 0296529999

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 and damaging winds 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 Tuesday 5 April 2022 through to Thursday 7 April 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 8 April 2022 to 22 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 08042022-NSW-E-C-P-SYDNEY METROPOLITAN AND SURROUNDING AREA_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.