Mass Service Disruptions

A Mass Service Disruption is declared when normal operations are significantly disrupted by circumstances beyond Optus' control. The result can be delays to installation and repair activities and the failure of a number of telephone services.

When a Mass Service Disruption is declared, performance standards as required in the Customer Service Guarantee (CSG) Standard may not apply. Exemption from the performance standards, for circumstances beyond Optus' control, are fully explained in sections 22-27 of the CSG. Please visit the TIO website  if you would like to view the CSG Standard and related information.

Mass Service Disruption notices
Far North Queensland Continuing impacts of Cyclone Larry - 20/03/06
Far North Queensland, Cyclone Larry Impacts - 20/03/06
Sydney, NSW - 17/01/06
North, QLD - 12/01/06
North Coast, NSW - 09/01/06
Brisbane, QLD - 05/01/06
North Coast NSW – 26/10/07
North Coast NSW – 06/11/07
Sydney NSW - 25/10/07
Sydney NSW - 02/11/07
South East QLD – 27/10/07
Victorian Western District region – 3/11/07
Nova Coast Extension NSW – 2/12/07
Nova Coast region – NSW 22/11/07
Illawarra region NSW – 22/11/07
ACT and Illawarra region – 01/12/07
Sydney region NSW – 30/11/07
South Queensland region – 21/11/07
South East Melbourne Region – 03/12/07
NSW North Coast region – 8/12/07
QLD Brisbane region – 11/12/07
NSW Greater West region – 21/12/07
NSW region Snowy Mountains and Riverina – 21/12/07
QLD Sunshine Coast and Wide Bay region EXTENSION – 02/01/08
Far North Coast QLD region – 5/1/08
Sydney NSW region – 14/1/08
Sydney NSW region – 19/1/08
Central Coast NSW region – 19/1/08
Perth WA region – National Relief Effort January 2008
Western Region of NSW – 29/1/08
South Coast and Illawarra regions – 30/1/08
Sydney region NSW – 03/02/08
North Coast region NSW – 03/02/08
Novo Coast and Hunter regions NSW – 01/02/08
New England region NSW – 04/02/08
Brisbane and Gold Coast region QLD – 03/02/08
Southeast region QLD – 05/02/08
Technical Relief Staff from South Australia – 8/2/08
Victoria and Tasmania Technical Staff Relief – 08/02/08
Technical Relief Staff from South Australia – 8/2/08
Sydney region NSW Extension – 31/01/08
Queensland region QLD Extension – 31/01/08
New England region NSW Extension to 25 March 08 – 04/02/08
Extension - Western Region of NSW – 29/1/08 to 25/3/08
Extension - South Coast and Illawarra regions – 30/1/08 to 25/3/08
Extension - North Coast region NSW – 03/02/08 to 25/3/08
Extension - Novo Coast and Hunter regions NSW – 01/02/08 to 25/3/08
Northern Territory region – 9/2/08
Extension - Southeast region QLD – 05/02/08 to 25/3/08
Extension - Perth WA region – National Relief Effort to 17/3/08
Extension - Technical Relief Staff from South Australia till 17/3/08
Extension - Victoria and Tasmania Technical Staff Relief till 17/3/08
Extension 2 - Perth WA region – National Relief Effort to 20/3/08
North West and South East region VIC – 2/4/08 (Access Resale & Access Telephony)
Western region of NSW – 24/3/08
North Tropical Coast region QLD – March 2008
Tasmania – 2/4/08
North and South East region VIC – 24/3/08
Perth and South WA region – 16/4/08
Extension – Central Coast and Hunter Region NSW 4/7/08
Queensland North region QLD – 23/7/08 and 24/7/08
Central North region NSW – 06/09/08
Central North region NSW – 03/10/08
Queensland Southeast region QLD – 16/11/08 and 17/11/08
Capricornia Region of QLD – 20/11/08
Queensland Southeast region QLD – 16/11/08 and 17/11/08
Capricornia Region of QLD EXTENDED to 22/12/08
North Queensland region QLD – 27/11/08 to 29/11/08
New England region NSW – 28/11/08 to 29/11/08
Central West and Forster region NSW – 28/11/08 to 29/11/08
Local Access Telephony (LAT) Industrial Action – NSW Region – 12/12/08
Riverina Snowy region NSW – 18/12/08
North Coast region NSW – 1/1/09
Northern region Queensland – 4/2/09
Bushfires Victoria region - 7/2/09
Brisbane region QLD – 13/2/09 to 14/2/09
Southern region Western Australia – 1/3/09
Extension - Southern region Western Australia to 17/3/09
Central Coast region NSW - 10/02/09 to 16/02/09
Northern region NSW - 14/02/09 to 18/02/09
Sydney region NSW - 21/02/09 to 24/02/09
Mid North Coast region NSW – 31/03/09 to 1/4/09
Sydney region NSW – 31/03/09 to 1/4/09
Hunter and Mid North Coast region – 1/4/09
South East region Queensland – 2/4/09 to 5/4/09
Adelaide and Greater surround region South Australia – 2/4/09
Adelaide region South Australia – 25/4/09
Sydney South region NSW – 14/4/09
Central Victoria and Riverina Snowy Region Victoria – 25/4/09 to 26/4/09
South East region of Queensland – 18/5/09 to 21/5/09
Mid North Coast region NSW – 21/5/09 to 24/5/09
North Coast region of New South Wales – 18/5/09 to 22/5/09
Southern Tasmania – 5/6/09 to 9/6/09
Northeast coast region NSW – 21/6/09 to 22/6/09
Brisbane region of Queensland – 21/6/09 to 22/6/09
Perth and WA South regions of Western Australia – 27/6/09 to 28/6/09
Adelaide South Australia – 30/6/09
Adelaide metropolitan region South Australia – 11/7/09 to 14/7/09
Mid North Coast region of NSW – 25/10/09 to 27/10/09
NSW North East Coast – 5/11/09 to 7/11/09
QLD Cunningham & Gatton – 5/11/09 to 6/11/09
WA South – 13/11/09 to 14/11/09
VIC – Melbourne – 27/11/09
NSW – Central North – 29/12/09
NSW – Northern – 29/12/09
QLD – Townsville – 20/1/10
QLD - Brisbane – 09/02/2010
VIC – Wangaratta – 08/02/2010
NSW – Sydney – 08/02/2010
NSW – Central South and South Coast – 08/02/2010
NSW – Central North – 08/02/2010
QLD – Central and Western Queensland – 02/02/2010
VIC – Riverina Snowy – 08/02/10
VIC – CENTRAL WEST VIC – 12/02/2010
VIC – Riverina/Snowy Region – 08/02/2010
VIC – Greater Mel – 10/02/2010
QLD – Brisbane– 17/02/2010
QLD - NORTH QUEENSLAND– 19/02/2010
Qld-E-C-P-Tropical Cyclone ULUI
VIC – Southwest Vic - 12/08/2010

If you have any questions regarding your eligibility for a CSG payment under any of the mass service disruption notices posted on this site, or if you wish to have us reconsider whether the circumstances were a proper basis for claiming an exemption, please contact Optus on 133 066.

If you are not satisfied with any of our explanations, you may make a complaint to the Telecommunications Industry Ombudsman (TIO). Information and contact details for the TIO are available on the TIO website and in the White Pages directory.

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