Customer Service Advice from Optus

Extreme Weather events impact service in North Central, North East, East Gippsland and Northern Country Districts of Victoria and Snowy Mountains and part of the South Coast District of New South Wales.

As previously notified by Optus on Friday 12 December 2014, Optus’s normal operations in the North Central, North East, East Gippsland and Northern Country Districts of Victoria and Snowy Mountains and part of the South Coast District of New South Wales were affected by a series of extreme weather events on or about Friday 5 December 2014 through to Saturday 6 December 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 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 4 January 2015.

Optus has identified that the effect of these circumstances applies to an additional 285 services bringing the total number of services impacted to approximately 675 services. This number may increase as Optus assesses the full affect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 4 January 2015. 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 Wallaga Lake Heights following the NSW coastline south past Eden crossing the border into Victoria past Cape Howe to Petmans Beach. From Petmans Beach the area heads northwest to Cobungra, west to the Mt Buller Alpine Village then southwest to Jericho. The area turns northwest past Wallan, Romsey and Pastoria to Faraday then northeast past Murchison, Kialla, Dookie, Yarrawonga crossing the Vic/NSW border and continuing on northeast to Rand. From Rand the area heads east to Batlow, southeast past Jerangle to Bodalla then south back Wallaga Lake Heights. All suburbs and towns, including 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:

0259090000 To 0259090999 0351508000 To 0351629999
0260200000 To 0260779999 0351640000 To 0351644999
0260870000 To 0260879999 0351787000 To 0351791999
0264270000 To 0264272999 0354216000 To 0354335999
0264480000 To 0264599999 0354635000 To 0354635999
0264910000 To 0264999999 0354900000 To 0354908999
0269400000 To 0269485999 0357200000 To 0357369999
0269822000 To 0269826999 0357492000 To 0357495999
0344001000 To 0344004999 0357501000 To 0357999999
0344007000 To 0344007999 0358261000 To 0358267999
0344330000 To 0344331999 0359575000 To 0359637999

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 8 December 2014 to 4 January 2015 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 08122014-VIC-S-C-P-CENTRAL VIC AND GIPPSLAND ANDSNOWY MOUNTAINS_RUL_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.