Melbourne And Surrounding Districts

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in parts of the Central and North Central 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 the Central and North Central Districts of Victoria on or about Friday 13 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, heavy rainfall and large hailstones are referred to in the BOM Severe Weather Warning issued for 13 February 2015 initially at 1:54 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 5,700 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 15 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 is not limited to, the area starting at Jam Jerrup, following the coastline west past Hastings to Flinders, then following the Mornington Peninsula coastline to Portsea. Continuing to follow the coastline of Port Phillip Bay in an anticlockwise direction the area turns past Sorrento, Mornington, Frankston, Sandringham and Williamstown to Point Wilson. From Point Wilson the area heads northwest past Balliang to Ballan then north to Glenlyon and northeast past Kyneton to Pastoria. The area turns southeast past Romsey, Darraweit Guim and Upper Plenty to Kinglake West. The area turns northeast to Buxton, southeast to Woods Point, then south to the Baw Baw National Park. From the Baw Baw National Park the area then turns southwest past Neerim South, Drouin and Ripplebrook back to Jam Jerrup. All suburbs, 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:

0343020000 To 0343028999 0359184000 To 0359194999
0343677000 To 0343679999 0359310000 To 0359994999
0344001000 To 0344004999 0380860000 To 0380899999
0344007000 To 0344007999 0381870000 To 0381909999
0344330000 To 0344331999 0382880000 To 0382889999
0352208000 To 0352279999 0382900000 To 0382908999
0352428000 To 0352428999 0383010000 To 0384209999
0352820000 To 0352849999 0384310000 To 0384369999
0352980000 To 0352989999 0384580000 To 0384869999
0352991000 To 0352991999 0385085000 To 0386716999
0353660000 To 0353695999 0386951000 To 0386999999
0354206000 To 0354289999 0387100000 To 0388099999
0354635000 To 0354635999 0388223000 To 0388223999
0354833000 To 0354834999 0388228000 To 0388789999
0354900000 To 0354908999 0388921000 To 0388925999
0356182000 To 0356182999 0390410000 To 0390429999
0356249000 To 0356298999 0390760000 To 0390789999
0357348000 To 0357348999 0390907000 To 0390907999
0357861000 To 0357891999 0392002300 To 0392199999
0359098000 To 0359098999 0392300200 To 0399349999
0359100000 To 0359100999 0399390000 To 0399399999
0359121000 To 0359129999 0399530000 To 0399749999
0359160000 To 0359182999      

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 15 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-MELBOURNE AND SURROUNDING DISTRICTS_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.