Adelaide and Mount Lofty Ranges

CUSTOMER SERVICE ADVICE FROM OPTUS

Staff Redeployment impact service in the Adelaide and Mount Lofty Ranges Districts of South Australia.

Due to the effect of a series of severe thunderstorms, which have caused damage to the telecommunications network throughout widespread areas of New South Wales, there has been a significant increase in the number of Optus services being reported as faulty in those regions. Due to the extent and severity of these ongoing extreme weather events, Optus are redeploying a large number of staff from across Australia to the affected regions. As a result, there will be delays to normal installation and repair activities in the Adelaide and Mount Lofty Ranges Districts, as staff from this region have been redeployed.

Optus apologises to any affected customers.

Information as to the nature of the severe weather events, which included destructive winds, heavy rainfall and flash flooding which occurred in the affected regions can be sourced from the Bureau of Meteorology (BOM). The BOM issued Severe Weather Warnings regarding these events commencing on or about 3 December 2014 and continuing until 31 December 2014. Additionally these unusually severe weather events have been widely reported by most of the news media.

Optus has identified that the effect of these circumstances may apply to approximately 1,080 services in South Australia. 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 1 February 2015. 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 St Kilda heading southeast to Holden Hill, then south to Paradise. The area then heads southwest past Kensington Park through to Blackwood, then south to Clarendon and southeast to Macclesfield. The area then turns south to Goolwa and following the coastline clockwise past Victor Harbor, Cape Jervis and Port Adelaide back to St Kilda. 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:

0871202000 To 0871202999 0881000700 To 0881166499
0872250000 To 0872279999 0881300000 To 0881397999
0872800000 To 0872819999 0881500000 To 0882499999
0872870000 To 0872899999 0882600000 To 0882799999
0873270000 To 0873279999 0882900000 To 0884499999
0874800000 To 0874801999 0885366000 To 0885367999
0875091000 To 0875093999 0885500000 To 0885599999
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 12 January 2015 to 1 February 2015 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 12012015-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.