Central and Nth East Vic and Gippsland

Customer Service Advice from Optus

Extreme Weather events impact service in North East, North Central and Gippsland Districts and part of the Northern Country District of Victoria and part of the Riverina District 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 North East, North Central and Gippsland regions and part of the Northern Country Region of Victoria and part of the Riverina District of New South Wales on or about Monday 24 November 2014.

Due to the effect of damage to the telecommunications network by severe thunderstorms, 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 wind, heavy rainfall and large hailstones are referred to in the BOM Severe Weather Warning issued for 24 November 2014 initially at 10:58 am Monday, 24 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 345 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 Petmans Beach following the coastline west and southwest past Lakes Entrance and Seaspray to Port Welshpool. The area turns north past the Mt Baw Baw Alpine Village to Woods Point, northwest past Wallan and Romsey to Pastoria then north to Redesdale. From Redesdale the area heads northeast past Murchison to Yundool and continuing northeast crossing the VIC/NSW border past Brocklesby to Walbundrie. The area turns southeast to Ournie, southwest crossing the NSW/VIC border past Dartmouth to Dinner Plain then southeast past 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:

0260200000 To 0260759999 0354900000 To 0354908999
0260870000 To 0260879999 0357200000 To 0357369999
0344001000 To 0344004999 0357492000 To 0357495999
0344007000 To 0344007999 0357501000 To 0357999999
0344330000 To 0344331999 0358261000 To 0358267999
0351200000 To 0351994999 0359192000 To 0359193999
0354216000 To 0354335999 0359575000 To 0359637999
0354635000 To 0354635999

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 25112014-VIC-S-C-P-CENTRAL AND NTH EAST VIC AND GIPPSLAND_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.