Adelaide and Mount Lofty Ranges - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Staff Redeployment impact service in Adelaide and Mount Lofty Ranges Districts of South Australia.

As previously notified by Optus on Wednesday 11 February 2015, Optus’s normal operations have been affected by a series of severe thunderstorms, which has caused damage to the telecommunications network throughout widespread areas of New South Wales. This necessitated in Optus redeploying a large number of staff from across Australia to the affected regions.

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 the redeployed staff will remain in the affected regions and continue repair work. The expected recovery date has now been extended a further two weeks, to 22 March 2015. As a result, there will be delays to normal installation and repair activities in the Adelaide and Mount Lofty Ranges Districts of South Australia, as staff from this region are redeployed.

Optus apologises to any affected customers.

Information as to the nature of the severe weather events, which included destructive winds, heavy rainfall and flash flooding which occurred in the affected regions can be sourced from the Bureau of Meteorology (BOM). The BOM issued Severe Weather Warnings regarding these events commencing on or about Wednesday 3 December 2014, continuing to date. Additionally these unusually severe weather events have been widely reported by most of the news media.

Optus has identified that the effect of these circumstances applies to an additional 1,020 services, bringing the total number of services impacted to approximately 3,000 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 22 March 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 Tooperang. The area then turns southeast to Goolwa and following the coastline clockwise past Victor Harbor, Cape Jervis and Port Adelaide back to Middle Beach. All suburbs and towns including metropolitan Adelaide, 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:

0872850000 To 0872858999 0881500000 To 0884499999
0873830000 To 0873899999 0885200000 To 0885367999
0875224000 To 0875224999 0885500000 To 0885685999
0881000700 To 0881166499 0885980000 To 0885989999
0881300000 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 9 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 09022015-SA-S-C-P-ADELAIDE AND MOUNT LOFTY RANGES_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.