Adelaide And Mount Lofty Ranges

Customer Service Advice from Optus

Extreme Weather events impact service in parts of Adelaide and parts of the Mount Lofty Ranges District 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 parts of Adelaide and parts of the Mount Lofty Ranges region of South Australia on or about Saturday 22 November 2014.

Due to the effect of damage to the telecommunications network by 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 Saturday 22 November 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 510 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 7 December 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 and Kyneton to Cambrai. From Cambrai the area turns southwest past Mt Barker to Tooperang. The area then turns southeast to Goolwa and following the coastline clockwise past Victor Harbor, Cape Jervis to Port Noarlunga. The area heads inland to Clarendon, northeast to Montacute, west to Prospect and then north to St Kilda and then following the coastline back to Middle Beach. 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:

0871202000 To 0871202999 0875580000 To 0875599999
0872250000 To 0872279999 0881002000 To 0881003999
0872800000 To 0872819999 0881130600 To 0881162999
0872850000 To 0872858999 0881300000 To 0881399999
0872870000 To 0872899999 0881502200 To 0881699999
0873270000 To 0873279999 0881820000 To 0881899999
0873830000 To 0873899999 0882006000 To 0884249599
0874800000 To 0874801999 0884446700 To 0884446799
0875071000 To 0875072999 0885200000 To 0885367999
0875090000 To 0875094999 0885500000 To 0885685999
0875224000 To 0875224999 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 25 November 2014 to 7 December 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 24112014-SA-S-C-P-ADELAIDE AND MOUNT LOFTY RANGES_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.