ADELAIDE AND SURROUNDING DISTRICTS

Customer Service Advice from Optus

Extreme Weather events impact service in Adelaide Metropolitan, Mount Lofty Ranges and Murraylands Districts of South Australia.

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 Adelaide Metropolitan, Mount Lofty Ranges and Murraylands regions of South Australia on or about Sunday 26 October 2014.

Due to the effect of damage to the telecommunications network by severe thunderstorms and lightning, 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). Damaging winds are referred to in the BOM Severe Weather Warning issued for 26 October 2014 initially at 5:11 am Sunday, 26 October 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 1440 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 16 November 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 Middle Beach then heading northeast to Wasleys, then east to Greenock. The area then turns southeast past Angaston, Kyneton, Cambrai and Bowhill to Karoonda. From Karoonda the area heads south to Coonalpyn, west to Meningie then northwest to Goolwa and following the coastline clockwise past Victor Harbor, Cape Jervis and Port Adelaide back to Middle Beach. All suburbs and towns including metropolitan Adelaide, 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:

0871202000 To 0871202999 0875090000 To 0875094999
0872250000 To 0872279999 0875224000 To 0875224999
0872800000 To 0872819999 0875580000 To 0875599999
0872850000 To 0872858999 0881000700 To 0881166499
0872870000 To 0872899999 0881300000 To 0881399999
0873270000 To 0873279999 0881500000 To 0884499999
0873830000 To 0873899999 0885200000 To 0885394999
0874800000 To 0874801999 0885500000 To 0885796999
0875071000 To 0875072999 0885980000 To 0885989999

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 27 October 2014 to 16 November 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 27102014-SA-S-C-P-ADELAIDE AND SURROUNDING DISTRICTS_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.