Adelaide Hills

Customer Service Advice from Optus

Fire impacts service in Adelaide Hills and surrounding areas of South Australia.

Optus is working to manage the significant impact to Optus services that has occurred as a result of bushfires in the Adelaide Hills and surrounding areas of South Australia, on or about Saturday 3 January 2015 through to Sunday 4 January 2015.

Due to road closures and the scale of damage to the telecommunications network caused by the fires, 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 in the directly affected areas, and across the state of South Australia due to the need to redeploy Optus staff to the affected areas.

Optus apologises to any affected customers.

Information about the extent of the fire and current warnings can be sourced from the South Australian CFS internet site http://www.cfs.sa.gov.au/site/home.jsp. This information was also widely reported in the news media after the events. Optus has identified that the effect of these circumstances may apply to approximately 285 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 fire damage. Based on current information, the resumption date of Optus’s normal service operations is expected to be 18 January 2015. This date is indicative only, however, and may be subject to change once the full impact of the fire damage 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 Middle Beach then heading northeast to Wasleys, then east to Greenock. The area then turns southeast past Angaston and Keyneton to Cambrai. From Cambrai the area turns southwest past Mt Barker to Meadows, then northwest to Clarendon. The area then heads north to Paradise, southwest to Prospect, north to St Kilda and then following the coastline back to Middle Beach. All suburbs and 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:

0871202000 To 0871202999 0881612000 To 0881615199
0872250000 To 0872279999 0881820000 To 0881899999
0872800000 To 0872819999 0882014000 To 0882143999
0872850000 To 0872858999 0882291400 To 0882305999
0872870000 To 0872899999 0882500000 To 0882669999
0873270000 To 0873279999 0882800000 To 0882899999
0873830000 To 0873899999 0883008200 To 0883144999
0874800000 To 0874801999 0883348000 To 0883399999
0875071000 To 0875072999 0883600000 To 0884097999
0875094000 To 0875094999 0885200000 To 0885275999
0875580000 To 0875599999 0885603000 To 0885685999
0881309000 To 0881399999      

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 5 January 2015 to 18 January 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 05012015-SA-S-B-P-ADELAIDE HILLS BUSHFIRE_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.