Perth and Lower West District - Extension

Customer Service Advice from Optus

Extreme Weather events impact service in Perth and parts of the Lower West District of Western Australia.

As previously notified by Optus on Monday 17 November 2014, Optus's normal operations in Perth and parts of the Lower West regions of Western Australia were affected by a series of extreme weather events on or about Monday 10 November 2014. The 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 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 30 November 2014.

Optus has identified that the effect of these circumstances applies to an additional 795 services bringing the total number of services impacted to approximately 2235 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 30 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 Two Rocks on the WA coast heading southeast past Bullsbrook and Gidgegannup to Chidlow, southwest to Mundaring Weir, then turning southeast to Boddington. From Boddington the area heads southwest past Yarloop to Myalup and then follows the coastline north past Mandurah, Fremantle and Perth back to Two Rocks. All suburbs and towns including metropolitan Perth, 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:

0861507000 To 0861509999 0864013000 To 0864013999
0861530000 To 0861536999 0864060000 To 0864069999
0861610000 To 0861629999 0864360000 To 0864369999
0861900000 To 0861919999 0864690000 To 0864699999
0861960000 To 0861969999 0864890000 To 0864989999
0861990000 To 0861999999 0865950000 To 0865959999
0862100200 To 0862589999 0892010000 To 0894999999
0862720000 To 0862799999 0895117000 To 0895117999
0862931000 To 0863182999 0895180000 To 0895182999
0863300000 To 0863327999 0895230000 To 0895389999
0863500000 To 0863509999 0895500000 To 0895999999
0863611000 To 0863611999 0897330000 To 0897399999
0863800000 To 0863899999 0897826000 To 0897829999

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 10 November 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 10112014-WA-S-C-P-PERTH AND LOWER WEST DISTRICT_R_U_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.