WA South West and South Coastal Districts - Extension

Customer Service Advice from Optus

Extreme Weather events impact service in South West, South Coastal and parts of the Great Southern Districts of Western Australia.

As previously notified by Optus on Friday 31 October 2014, Optus's normal operations in the South West, South Coastal and parts of the Great Southern regions of Western Australia were affected by a series of extreme weather events on or about Wednesday 22 October 2014. Optus's telecommunications network in these areas have experienced high levels of damage that resulted in delays to installation and repair activities on a significant number of Optus services. Due to the extent of damage to the Optus 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 23 November 2014.

Optus has identified that the effect of these circumstances applies to an additional 30 services bringing the total number of services impacted to approximately 150 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 23 November 2014. This date is indicative only; Optus customers should anticipate that some further delays may occur. 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 Point D'Entrecasteaux heading north past Balingup to Lowden. From Lowden the area turns southeast past Noggerup, Kojonup and Gnowangerup to Ongerup. The area heads northeast to King Lake then turns southeast to Powell Pt. From Powell Pt the area follows the WA coastline past Hopetoun, Bremer Bay and Albany back to Point D'Entrecasteaux. All suburbs and 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:

0868120000 To 0868121999 0898204000 To 0898576999
0868195000 To 0868197999 0898744000 To 0898744999
0897303000 To 0897303999 0898920000 To 0898929999
0897610000 To 0897825999

As these circumstances were outside of Optus's control, Optus is claiming an extension to time frames applying under the Telecommunications (Customer Service Guarantee) Standard 2011. This means that Optus is notifying customers that normal service time frames may not be met during the period of 24 October 2014 to 23 November 2014 inclusive (based on Optus's estimated recovery schedule correct at the time of publication of this notice).

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 24102014-WA-S-C-P-SOUTH WEST AND SOUTH COASTAL DISTRICTS_RU_EXT

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.