Victoria

Customer Service Advice from Optus

Extreme Weather events impact service in Central, North Central, Northern Country, North East, West and South Gippsland and East Gippsland Districts of Victoria and parts of the Riverina, Snowy Mountains and South West Slopes Districts of New South Wales.

Optus is working to manage the significant impact to Optus services that has occurred as a result of a series of extreme weather events in the Central, North Central, Northern Country, North East, West and South Gippsland and East Gippsland regions of Victoria and parts of the Riverina, Snowy Mountains and South West Slopes regions of New South Wales on or about Tuesday 9 September 2014. Due to the effect of damage to the telecommunications network by a severe thunderstorm, there has been a significant increase in the number of Optus services being reported as faulty. As a result, there has been some disruption to service and delays to normal installation and repair activities.

Optus apologises to any affected customers.

Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall, flash flooding, large hailstones and damaging wind are referred to in the BOM Severe Weather Warning issued for 9 September 2014 initially at 1:37 pm Tuesday, 9 September 2014; all of which were widely reported in the news media after the events.

Optus has identified that the effect of these circumstances may apply to approximately 435 services. Some of these services may not be installed or repaired within Optus’s standard time frames. The number of possibly affected services may increase or decrease as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of Optus’s normal service operations is expected to be 28 September 2014. This date is indicative only, however, and may be subject to change once the full impact of the extreme weather conditions has been assessed. Optus regrets any inconvenience caused to customers and thanks them for their patience while this work is being undertaken.

Optus services encompassed in this exemption are in the area bounded by and including, but not limited to, the area starting at Cape Howe on the Victoria/NSW border following the coastline south past Cape Conran to Lake Tyers Beach. From Lake Tyers Beach the area heads northwest past Dargo to the Mt Buller Alpine Village then south to Woods Pt. The area heads southwest to Powelltown then northwest past Wallan and Romsey to Redesdale. From Redesdale the area heads northeast past Murchison, Kialla, Dookie, Yarrawonga crossing the Victoria/NSW border and continuing on northeast past Urana to Bland then east to Frogmore. From Frogmore the area turns southwest to Brindabella, southeast to Adaminaby then northwest to Tumbarumba. The area then heads south crossing the NSW/ Victoria border past Corryong to Benambra. From Benambra the area turns east to Suggan Buggan, north to the Victoria/NSW border and then follows the border southeast back to Cape Howe. All suburbs and towns, including off shore islands and coastal areas serviced by Optus within these boundaries are encompassed in this exemption.

Services in the area mentioned above with phone numbers in the following number ranges may have been affected:

0253098000 To 0253098999 0269710000 To 0269829999
0253106000 To 0253106999 0344001000 To 0344004999
0253530000 To 0253538999 0344007000 To 0344007999
0253540000 To 0253548999 0344330000 To 0344331999
0253553000 To 0253555999 0351508000 To 0351629999
0259083000 To 0259083999 0351787000 To 0351791999
0259090000 To 0259093999 0354216000 To 0354335999
0259138000 To 0259138999 0354635000 To 0354635999
0259244000 To 0259423999 0354900000 To 0354908999
0259590000 To 0259598999 0357200000 To 0357369999
0259633000 To 0259633999 0357492000 To 0357495999
0260200000 To 0260759999 0357501000 To 0357999999
0260870000 To 0260879999 0358261000 To 0358267999
0263800000 To 0263916999 0359192000 To 0359193999
0269200000 To 0269495999 0359575000 To 0359637999

As these circumstances were outside of Optus’s control, Optus is claiming an exemption from compliance with time frames and performance standards required under the Telecommunications (Customer Service Guarantee) Standard 2011. Therefore Optus is notifying customers that normal installation and repair time frames may not be met during the period from 10 September 2014 to 28 September 2014 inclusive (based on Optus’s estimated recovery schedule correct at the time of publication of this notice) and, under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, Optus will be exempt from complying with performance standards during this period.

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 10092014-VIC-S-C-P-NORTH AND EAST VICTORIA AND RIVERINA NSW_RU.

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.