CYCLONE OLWYN - EXTENSION
CUSTOMER SERVICE ADVICE FROM OPTUS
Extreme Weather events impact service in Pilbara, Gascoyne and Central West Districts of Western Australia.
As previously notified by Optus on Monday 23 March 2015, Optus’s normal operations in the Pilbara, Gascoyne and Central West Districts of Western Australia were affected by a series of extreme weather events on or about Wednesday 11 March 2015 through to Saturday 14 March 2015. The telecommunications network in these areas have experienced high levels of damage that resulted in delays to installation and repair activities on a significant number of Optus services. Due to the extent of damage to the network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 3 May 2015.
Optus has identified that the effect of these circumstances applies to an additional 120 services bringing the total number of services impacted to approximately 285 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 3 May 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 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. The area then turns 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:
|0891268000 To 0891599999||0896520000 To 0896538999|
|0891631000 To 0891631999||0899200000 To 0899736999|
|0891745000 To 0891988999|
As these circumstances were outside of Optus’s control, Optus is claiming an extension to time frames applying under the Telecommunications (Customer Service Guarantee) Standard 2011. This means that Optus is notifying customers that normal service time frames may not be met during the period of 16 March 2015 to 3 May 2015 inclusive (based on Optus’s estimated recovery schedule correct at the time of publication of this notice) . 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_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.