Tasmania - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in North West Coast, Central North, North East, Central Plateau, Midlands, East Coast, Upper Derwent Valley and Southeast Districts and part of the Western District of Tasmania.

As previously notified by Optus on Thursday 4th February 2016, Optus’s normal operations in the North West Coast, Central North, North East, Central Plateau, Midlands, East Coast, Upper Derwent Valley and Southeast Districts and part of the Western District of Tasmania were affected by a series of extreme weather events on or about Friday 29 January 2016.

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 13 March 2016.

Optus has identified that the effect of these circumstances applies to an additional 405 services bringing the total number of services impacted to approximately 945 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 13 March 2016. 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 Ansons Bay on the east coast of Tasmania following the coastline clockwise around Southern Tasmania to South Cape. From South Cape the area heads north past Ouse to Waddamana then west to Derwent Bridge. The area then heads northwest to Trial Harbour and follows the coastline clockwise back to Ansons Bay. All suburbs and 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:

0361046000 To 0361047999 0361164000 To 0361164999
0361090000 To 0361090999 0361166000 To 0361166999
0361092000 To 0361092999 0361168000 To 0361168999
0361094000 To 0361094999 0361170000 To 0361170999
0361096000 To 0361096999 0362080000 To 0362989999
0361098000 To 0361098999 0363225000 To 0363225999
0361100000 To 0361100999 0363228000 To 0363228999
0361102000 To 0361102999 0363230000 To 0363993999
0361106000 To 0361106999 0364158000 To 0364158999
0361120000 To 0361120999 0364160000 To 0364160999
0361130000 To 0361130999 0364164000 To 0364164999
0361140000 To 0361140999 0364166000 To 0364166999
0361142000 To 0361142999 0364168000 To 0364168999
0361144000 To 0361144999 0364202000 To 0364589999
0361150000 To 0361150999 0364715000 To 0364739999
0361152000 To 0361152999 0364760000 To 0364760999
0361154000 To 0361154999 0364762000 To 0364762999
0361156000 To 0361156999 0364764000 To 0364764999
0361158000 To 0361158999 0364766000 To 0364766999
0361160000 To 0361160999 0364900000 To 0364990999
0361162000 To 0361162999 0367761000 To 0367761999

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 29 January 2016 to 13 March 2016 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 29012016-TAS-S-C-P-TASMANIA_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.