Perth and Surrounding Districts

Customer Service Advice from Optus

Extreme Weather events impact service in Perth and Lower West District and part of the Central Wheat Belt District of Western 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 the Perth and Lower West region and part of the Central Wheat Belt region of Western Australia on or about Wednesday 26 November 2014.

Due to the effect of damage to the telecommunications network by severe thunderstorms and 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 the Bureau of Meteorology (BOM). Damaging wind, large hail and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 26 November 2014 initially at 1:39 pm WST on Wednesday 26 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 1560 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 14 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 Two Rocks on the WA coast heading northeast to Maya then east to the Goodlands Nature Reserve. The area turns southeast to Beacon, southwest to Bulyee, head west to Brookton then northwest to The Lakes. The area turns south to Collie, northwest past Harvey to Preston Beach and following the coastline 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 0864360000 To 0864369999
0861530000 To 0861536999 0864690000 To 0864699999
0861610000 To 0861629999 0864890000 To 0864989999
0861900000 To 0861919999 0865950000 To 0865959999
0861960000 To 0861969999 0866611000 To 0866611999
0861990000 To 0861999999 0892010000 To 0894999999
0862100200 To 0862589999 0895117000 To 0895117999
0862720000 To 0862799999 0895180000 To 0895182999
0862931000 To 0863182999 0895230000 To 0895389999
0863300000 To 0863327999 0895500000 To 0895999999
0863500000 To 0863509999 0896201000 To 0896931999
0863611000 To 0863611999 0897330000 To 0897399999
0863800000 To 0863899999 0897826000 To 0897829999
0864013000 To 0864013999 0899518000 To 0899518999
0864060000 To 0864069999

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 1 December 2014 to 14 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 01122014-WA-S-C-P-PERTH AND SURROUNDING DISTRICTS_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.