Adelaide and Surrounding District

CUSTOMER SERVICE ADVICE FROM OPTUS

Staff Redeployment impact service in Adelaide Metropolitan, Mount Lofty Ranges and Kangaroo Island Districts of South Australia.

Due to the effect of a series of severe thunderstorms, which have caused damage to the telecommunications network throughout widespread areas of the Sydney Metropolitan, Hunter, Illawarra and South Coast Districts of New South Wales on or about Monday 4 January 2016 through to Wednesday 6 January 2016, 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 severe 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 the Adelaide Metropolitan, Mount Lofty Ranges and Kangaroo Island Districts of South Australia, as staff from this region are redeployed.

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). Heavy rainfall and flash flooding are referred to in the BOM Severe Weather Warning issued for 4 January 2016 initially at 11:01 am Monday, 4 January 2016, reference number IDN20032. 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 1,890 services in the Adelaide Metropolitan, Mount Lofty Ranges and Kangaroo Island Districts of South Australia. 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 13 March 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 Middle Beach then heading northeast to Wasleys, then east to Greenock. The area then turns southeast past Angaston and Keyneton to Cambrai. From Cambrai the area turns southwest past Mt Barker to Tooperang. The area then turns southeast to Goolwa and following the coastline clockwise past Victor Harbor, Cape Jervis and Port Adelaide back to Middle Beach. All suburbs and towns including metropolitan Adelaide, 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:

0871202000 To 0871202999 0875090000 To 0875094999
0872250000 To 0872279999 0875224000 To 0875224999
0872800000 To 0872819999 0875580000 To 0875599999
0872850000 To 0872858999 0881000700 To 0881166499
0872870000 To 0872899999 0881300000 To 0881399999
0873270000 To 0873279999 0881500000 To 0884499999
0873830000 To 0873899999 0885200000 To 0885367999
0874800000 To 0874801999 0885500000 To 0885685999
0875071000 To 0875072999 0885980000 To 0885989999

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 16 February 2016 to 13 March 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 16022016-SA-S-C-P-ADELAIDE AND SURROUNDING DISTRICT_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.