Central And Western Victoria

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in parts of Northern Country, Central, South West and Wimmera Districts of Victoria.

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 parts of Northern Country, Central, South West and Wimmera Districts of Victoria on or about Friday 13 February 2015 through to Sunday 15 February 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). Damaging wind, large hailstones and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 13 February 2015 initially at 12:32 pm Friday, 13 February 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 1,110 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 22 March 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 Leitchville, heading southeast to Rochester and south to Lancefield. The area then heads southwest to Balliang and southeast to the coast at Cocoroc. From Cocoroc the area follows the Port Phillip Bay coastline heading west past Geelong and St Leonards and continues past Lorne to Cape Otway. The area then heads north past Skipton to Redbank, southwest to Glenisla and west to Langkoop near the South Australian border. Heading north along the border to Murrayville, the area then turns southeast past Berriwillock to Buckrabanyule and northeast back to Leitchville. 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:

0342020000 To 0342029999 0352200000 To 0352897999
0343000000 To 0343011999 0352980000 To 0352992999
0343020000 To 0343028999 0353200000 To 0353694999
0343334000 To 0343339999 0353781000 To 0353781999
0343430000 To 0343438999 0353808000 To 0353994999
0344001000 To 0344008999 0354210000 To 0354999999
0344330000 To 0344331999 0355554000 To 0355554999
0350772000 To 0350854999 0355861000 To 0355965999
0352185000 To 0352185999      

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 16 February 2015 to 22 March 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 16022015-VIC-S-C-P-CENTRAL AND WESTERN VICTORIA_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.