Southern WA - extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of the Central Wheat Belt and Great Southern Districts of Western Australia.

As previously notified by Optus on Tuesday 24 November 2015, Optus’s normal operations in parts of the Central Wheat Belt and Great Southern Districts of Western Australia were affected by a series of severe weather events on or about Saturday 14 November 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 Optus 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 20 December 2015.

Optus has identified that the effect of these circumstances applies to an additional 45 services bringing the total number of services impacted to approximately 195 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 20 December 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 Maya heading east to the Goodlands Nature Reserve, southeast to Beacon, southwest to Bulyee, then southeast to Newdegate. From Newdegate the area turns southwest to Ongerup, west to Mobrup then northwest to Quindanning. The area continues northwest past Morangup to Marchagee then northeast back to Maya. All suburbs and towns 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:

0868120000 To 0868121999 0898207000 To 0898323999
0895123000 To 0895123999 0898533000 To 0898533999
0895731000 To 0895749999 0898539000 To 0898629999
0896210000 To 0896546999 0898810000 To 0898911999
0896711000 To 0896921999      

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 18 November 2015 to 20 December 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 18112015-WA-S-C-P-SOUTHERN WA_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.