MELBOURNE AND SURROUNDING DISTRICT

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in Metropolitan Melbourne and part of the Central District 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 Metropolitan Melbourne and part of the Central District of Victoria on or about Thursday 5 November 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). Very heavy rainfall, large hail and damaging winds are referred to in the BOM Severe Weather Warning issued for 5 November 2015 initially at 2:01 pm Thursday, 5 November 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 3,675 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 6 December 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 Chelsea following the coastline of Port Phillip Bay past Sandringham to Elwood then north to the Yarra River and following the Yarra River westerly to Hobsons Bay. From Hobsons Bay the area follows the coastline past Williamstown, Pt Wilson, Geelong, Queenscliff, Torquay to Aireys Inlet. The area turns inland heading northwest past Winchelsea to Wingeel, northeast past Ballan to Woodend then southeast past Darraweit Guim, Upper Plenty and Kinglake West to McMahons Creek. From McMahons Creek the area heads southwest past Powelltown to Tonimbuk, west to Beaconsfield Upper, southwest to Carrum Downs then northwest back to Chelsea. 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:

0342020000 to 0342029999 0385195000 to 0385999999
0344001000 to 0344004999 0386147000 to 0386147099
0344007000 to 0344007999 0386269600 to 0386713999
0344330000 to 0344331999 0386962800 to 0386982899
0352185000 to 0352185999 0387200000 to 0387698999
0352202000 to 0352299999 0387722000 to 0387722999
0352400000 to 0352849999 0387740000 to 0387747999
0352980000 to 0352992999 0387749000 to 0387749999
0354207000 to 0354288999 0387882000 to 0388099999
0354635000 to 0354635999 0388223000 to 0388223999
0354833000 to 0354834999 0388228000 to 0388789999
0354900000 to 0354908999 0388921000 to 0388924999
0357348000 to 0357348999 0390410000 to 0390429999
0357861000 to 0357891999 0390761000 to 0390766999
0359098000 to 0359098999 0390770000 to 0390789999
0359100000 to 0359100999 0390907000 to 0390907999
0359121000 to 0359129999 0392002300 to 0392199999
0359160000 to 0359182999 0392300200 to 0394499999
0359184000 to 0359194999 0394600000 to 0394969999
0359490000 to 0359543999 0395085100 to 0396045299
0359677000 to 0359689999 0396167400 to 0396167499
0380860000 to 0380899999 0396272600 to 0396476699
0381870000 to 0381909999 0396652400 to 0397691999
0382880000 to 0382889999 0397900000 to 0399059999
0382900000 to 0382900099 0399172000 to 0399172999
0383010000 to 0384209999 0399201000 to 0399345799
0384310000 to 0384329999 0399390000 to 0399399999
0384585000 to 0384703999 0399530000 to 0399749999
0385085800 to 0385086099  

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 6 November 2015 to 6 December 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 06112015-VIC-S-C-P-MELBOURNE AND SURROUNDING DISTRICT_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.