Extreme Weather events impact service in parts of the South West, Wimmera and North Central Districts 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 parts of the South West, Wimmera and North Central Districts of Victoria on or about Wednesday 4 November 2015 through to 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). Large hail, heavy rain and damaging winds are referred to in the BOM Severe Weather Warning issued for 4 November 2015 initially at 8:49 pm Wednesday, 4 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 135 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 29 November 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 Buckrabanyule heading southeast to Serpentine, south to Newbridge then southeast past Sutton Grange to Redesdale. From Redesdale the area turns southwest to Glenlyon, south to Blackwood and west to Beaufort then south to Mt Bute. The area then heads west to Tabor, southwest past Greenwald to the VIC/South Australian border and following the border north to the Wimmera Hwy (B240) then turning southeast to Telangatuk. From Telangatuk the area heads northeast to Callawadda, east to Stuart Mill then north back to Buckrabanyule. 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:

0343000000 to 0343011999 0354210000 to 0354383999
0343430000 to 0343438999 0354590000 to 0354799999
0344001000 to 0344008999 0354900000 to 0354908999
0344330000 to 0344331999 0354944000 to 0354944999
0353216000 to 0353216999 0355284000 to 0355284999
0353400000 to 0353400999 0355452000 to 0355452999
0353406000 to 0353613999 0355510000 to 0355549999
0353781000 to 0353781999 0355710000 to 0355847999

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 29 November 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-SOUTHWEST AND WIMMERA DISTRICTS_RUL

You can also view a copy of this notice on our Internet site 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 ( and in the White Pages® telephone directory.