Central and Eastern Victoria and Southeast NSW

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Central, North Central, Northern Country, North East, West & South Gippsland and East Gippsland Districts of Victoria and South Coast, Snowy Mountains, South West Slopes and Riverina Districts of New South Wales.

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 Central, North Central, Northern Country, North East, West & South Gippsland and East Gippsland Districts of Victoria and South Coast, Snowy Mountains, South West Slopes and Riverina Districts of New South Wales on or about Wednesday 7 January 2015 through to Saturday 10 January 2015. Due to the effect of damage to the telecommunications network by severe thunderstorms, 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). Heavy rainfall is referred to in the BOM Severe Weather Warning issued for 7 January 2015 initially at 2:34 pm Wednesday, 7 January 2015; 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 870 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 8 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 Bermagui following the NSW coastline south past Eden crossing the border into Victoria past Cape Howe, Lakes Entrance and Wilsons Promontory to Koo Wee Rup. From Koo Wee Rup the area heads northeast to Woods Point, west to Narbethong and then northwest past Blackwood to Warrak. The area then heads north to Donald, northeast crossing the Victorian - New South Wales border to Deniliquin, southeast to Berrigan then north to Goolgowi. From Goolgowi the area heads northeast to Burcher, southeast to Frogmore and south to Brindabella. The area heads southwest to Tumbarumba, east to Jerangle and southeast back to Bermagui. 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:

 

0253098000 To 0253098999 0344330000 To 0344331999
0253106000 To 0253106999 0351200000 To 0351994999
0253530000 To 0253538999 0353216000 To 0353216999
0253540000 To 0253548999 0353400000 To 0353400999
0253553000 To 0253555999 0353436000 To 0353489999
0259083000 To 0259083999 0354210000 To 0354962999
0259090000 To 0259093999 0356127000 To 0356127999
0259138000 To 0259138999 0356180000 To 0356182999
0259244000 To 0259423999 0356210000 To 0356379999
0259590000 To 0259598999 0356540000 To 0356891999
0259633000 To 0259633999 0357200000 To 0357999999
0260200000 To 0260779999 0358144000 To 0358144999
0260870000 To 0260879999 0358200000 To 0358339999
0263800000 To 0263916999 0358490000 To 0358490999
0264270000 To 0264272999 0358510000 To 0358885999
0264480000 To 0264599999 0359098000 To 0359098999
0264910000 To 0264999999 0359100000 To 0359100999
0269200000 To 0269495999 0359121000 To 0359129999
0269710000 To 0269829999 0359160000 To 0359182999
0343000000 To 0343009999 0359184000 To 0359194999
0343011000 To 0343011999 0359458000 To 0359637999
0343430000 To 0343438999 0359801000 To 0359802999
0344001000 To 0344008999 0359974000 To 0359978999

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 9 January 2015 to 8 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 09012015-VIC-S-C-P-CENTRAL AND EASTERN VICTORIA AND SOUTHEAST NSW_RUL

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.