GEELONG AND SURROUNDING DISTRICTS

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Geelong and part of the surrounding 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 Geelong and part of the surrounding Central District of Victoria on or about Wednesday 27 January 2016. 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 extreme weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall and flash flooding is referred to in the BOM Severe Weather Warning issued for 27 January 2016 initially at 7:55 pm Wednesday, 27 January 2016, reference number IDV65756; 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 495 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 28 February 2016. 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 Laverton Creek on Port Phillip Bay following the coastline past Geelong, Queenscliff and Torquay to Aireys Inlet. From Aireys Inlet the area heads northeast to Freshwater Creek, northwest to Wingeel then northeast past Lethbridge and Anakie to Derrimut. The area turns southeast to Brooklyn then southwest back to Laverton Creek on Port Phillip Bay. 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 0387740000 To 0387747999
0352185000 To 0352185999 0387749000 To 0387749999
0352202000 To 0352299999 0388223000 To 0388223999
0352400000 To 0352849999 0388380000 To 0388389999
0352980000 To 0352992999 0390410000 To 0390429999
0380860000 To 0380899999 0390770000 To 0390789999
0381870000 To 0381909999 0390907000 To 0390907999
0382880000 To 0382889999 0392065100 To 0392194999
0383118300 To 0383118399 0392350000 To 0392842999
0383278800 To 0383797999 0392961000 To 0393005799
0383800000 To 0383829999 0393156000 To 0393164299
0383890000 To 0383899999 0393401200 To 0393734999
0384073000 To 0384073999 0393891000 To 0393899999
0384180000 To 0384189999 0393928200 To 0393959999
0385213000 To 0385213999 0396808700 To 0396808799
0385550000 To 0385559999 0397310000 To 0397499999
0386982800 To 0386982899 0399172000 To 0399172999
0387340000 To 0387429999 0399226000 To 0399323999
0387540000 To 0387549999 0399390000 To 0399399999
0387590000 To 0387599999 0399740000 To 0399749999
0387722000 To 0387722999

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 27 January 2016 to 28 February 2016 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 27012016-VIC-S-C-P-GEELONG AND SURROUNDING DISTRICTS_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.