Adelaide Hills - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

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

As previously notified by Optus on Friday 9 January 2015, Optus’s normal operations in the Adelaide Hills and surrounding areas of South Australia were affected by bushfires on or about Saturday 3 January 2015 through to Sunday 4 January. 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 these events, the expected recovery date has now been extended to 1 February 2015.

Optus has identified that the effect of these circumstances applies to an additional 315 services bringing the total number of services impacted to approximately 600 services. This number may increase as Optus assesses the full effect of the damage caused from these bushfires. Based on current information, the resumption date of normal service operations is expected to be 1 February 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 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 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 5 January 2015 to 1 February 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 05012015-SA-S-B-P-ADELAIDE HILLS BUSHFIRE_RU_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.