MELBOURNE AND SURROUNDING DISTRICTS

Customer Service Advice from Optus

Extreme Weather events impact service in Melbourne, Central, North Central, Northern Country, North East, West and South Gippsland and parts of the South West and East Gippsland Districts of Victoria.

Optus is working to manage the significant impact to Optus services that has occurred as a result of a series of severe weather events in Melbourne and the Central, North Central, Northern Country, North East, West and South Gippsland and parts of the South West and East Gippsland regions of Victoria 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 Weatherzone at www.weatherzone.com.au. Heavy rainfall and lightning across the aforementioned regions are detailed within this site for 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 2700 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 Petmans Beach following the coastline west and southwest past Lakes Entrance and Seaspray to Port Welshpool. The area turns north to the Mt Baw Baw Alpine Village, southwest past Neerim to Koo-wee-rup, northwest to Seaford then follows the coastline north to Beaumaris. The area turns northeast to Oakleigh, west to St Kilda, north to South Yarra then northeast past St Andrews to King Lake. From King Lake the area heads northwest to Wallan, south past Craigieburn to Campbellfield, southwest to Deer Park then south to Point Cook. The area follows the coastline to Pt Wilson then turns northwest to Lara, west past Bannockburn to Wingeel then southwest to Angelsea. The area follows the coastline past Apollo Bay to Cape Otway turning northwest to Vite Vite North, northeast past Raglan and Buckrabanyule to Leitchville. From Leitchville the area heads southeast to Toolleen, northeast past Rushworth and Kialla to Thoona then southeast past Docker, Carboor, Abbeyard and Nowa Nowa back to Petmans Beach. All suburbs, towns, 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:

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

0342020000 To 0342029999 0383383000 To 0383626999
0343000000 To 0343011999 0383765000 To 0383765999
0343020000 To 0343028999 0383800000 To 0383829999
0343334000 To 0343339999 0383890000 To 0383899999
0343430000 To 0343438999 0383907000 To 0383909999
0343677000 To 0343679999 0384073000 To 0384073999
0344001000 To 0344008999 0384156600 To 0384167499
0344330000 To 0344331999 0384180000 To 0384189999
0351200000 To 0351994999 0385085000 To 0385748999
0352185000 To 0352185999 0385852100 To 0385879999
0352200000 To 0352389999 0385980000 To 0386351399
0352428000 To 0352429999 0386560200 To 0386648799
0352630000 To 0352673999 0386953800 To 0386992799
0352813000 To 0352897999 0387100000 To 0388099999
0352980000 To 0352992999 0388223000 To 0388223999
0353200000 To 0353498999 0388228000 To 0388789999
0353608000 To 0353695999 0388921000 To 0388924999
0353781000 To 0353781999 0390410000 To 0390429999
0354206000 To 0354962999 0390760000 To 0390789999
0355964000 To 0355965999 0390907000 To 0390907999
0356182000 To 0356182999 0392013000 To 0392196999
0356249000 To 0356298999 0392301000 To 0393089999
0357276000 To 0357369999 0393202600 To 0393202699
0357492000 To 0357495999 0393330000 To 0393339999
0357600000 To 0357999999 0393497800 To 0393497899
0358261000 To 0358267999 0393610000 To 0393681899
0359098000 To 0359098999 0393803800 To 0393959999
0359100000 To 0359100999 0394121700 To 0394258599
0359121000 To 0359129999 0394490000 To 0394499999
0359160000 To 0359182999 0394731200 To 0396377999
0359184000 To 0359194999 0396531900 To 0397099999
0359400000 To 0359699999 0397200000 To 0399068999
0359900000 To 0359994999 0399172000 To 0399172999
0380860000 To 0380899999 0399208000 To 0399348899
0381870000 To 0381909999 0399390000 To 0399399999
0382880000 To 0382889999 0399531000 To 0399749999
0382901000 To 0382908999  

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-VIC-S-C-P-MELBOURNE AND SURROUNDING DISTRICTS_RUL

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.