CUSTOMER SERVICE ADVICE FROM OPTUS
Extreme Weather events impact service in Pilbara, Gascoyne and Central West Districts of Western Australia.
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 Pilbara, Gascoyne and Central West Districts of Western Australia on or about Wednesday 11 March 2015 through to Saturday 14 March 2015.
Due to the effect of damage to the telecommunications network by Tropical Cyclone Olwyn, 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). A tropical cyclone is referred to in the BOM Severe Weather Warning issued for 12 March 2015 initially at 3:01 pm WST on Tuesday 10 March 2015; which was widely reported in the news media after the events.
Optus has identified that the effect of these circumstances may apply to approximately 165 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 12 April 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 Whim Creek and following the coastline southwest past Karratha, Exmouth, Carnarvon and Geraldton to Lancelin. From Lancelin the area heads northeast to Paynes Find and northwest to Toolonga. From here the area heads north to Kennedy Range, east to Gibson Desert Nature Reserve and then northwest past Nullagine back to Whim Creek. 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:
|00891268000 To 00891599999||00896520000 To 00896538999|
|00891631000 To 00891631999||00899200000 To 00899736999|
|00891745000 To 00891988999|
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 March 2015 to 12 April 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 16032015-WA-S-C-P-CYCLONE OLWYN_RU 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.