Perth and Surrounding Districts

CUSTOMER SERVICE ADVICE FROM OPTUS

Staff Redeployment impact service in Lower West District of Western Australia.

Due to the effect of a series of extreme weather events, which have caused damage to the telecommunications network throughout widespread areas of coastal New South Wales, there has been a significant increase in the number of Optus services being reported as faulty in those regions. Due to the extent and severity of these ongoing extreme weather events, Optus is redeploying a large number of staff from across Australia to the affected regions. As a result, there will be delays to normal installation and repair activities in Perth and the surrounding Lower West District, as staff from this region have been redeployed.

Optus apologises to any affected customers.

Information as to the nature of extreme weather conditions, which included destructive and damaging winds, heavy rainfall and damaging surf 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 Monday 20 April 2015. 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 may apply to approximately 3,525 services in Perth and the surrounding Lower West District. 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 21 June 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 Two Rocks on the WA coast heading southeast past Bullsbrook and Gidgegannup to Chidlow, southwest to Mundaring Weir, then turning southeast to Boddington. From Boddington the area heads southwest past Yarloop to Myalup and then follows the coastline north past Mandurah, Fremantle and Perth back to Two Rocks. All suburbs and towns including metropolitan Perth, 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:

0861507000 To 0861509999 0864013000 To 0864013999
0861530000 To 0861536999 0864060000 To 0864069999
0861610000 To 0861629999 0864360000 To 0864369999
0861900000 To 0861919999 0864690000 To 0864699999
0861960000 To 0861969999 0864890000 To 0864989999
0861990000 To 0861999999 0865950000 To 0865959999
0862100200 To 0862589999 0892010000 To 0894999999
0862720000 To 0862799999 0895117000 To 0895117999
0862931000 To 0863182999 0895180000 To 0895182999
0863300000 To 0863327999 0895230000 To 0895389999
0863500000 To 0863509999 0895500000 To 0895999999
0863611000 To 0863611999 0897330000 To 0897399999
0863800000 To 0863899999 0897826000 To 0897829999

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 18 May 2015 to 21 June 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 18052015-WA-S-C-P-PERTH AND SURROUNDING DISTRICTS_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.