Perth and Surrounding Area

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in Perth and part of the Lower West District of Western Australia.

Optus is working to manage the significant impact to services that has occurred as a result of a series of severe weather events in Perth and part of the surrounding Lower West District of Western Australia on or about Saturday 21 May 2016 through to Monday 23 May 2016.

Due to the effect of damage to the telecommunications network by severe storms, 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 Early Warning Network at http://www.ewn.com.au/alerts/. Damaging winds and heavy rainfall are referred to within this site for Saturday 21 May 2016 through to Monday 23 May 2016; 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 1,005 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 severe weather conditions. Based on current information, the resumption date of Optus’s normal service operations is expected to be 12 June 2016. This date is indicative only, however, and may be subject to change once the full impact of the severe 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 Ocean Reef on the WA coast heading east to Jandabup, northeast to Bullsbrook Nature Reserve, southeast to Wooroloo then southwest past Chidlow to Pickering Brook. From Pickering Brook the area heads south to Ashendon, southwest to Serpentine, northwest to Baldivis then south past Keralup to Nirimba. The area turns west to Dawesville and then follows the coastline north past Mandurah, Fremantle and Perth back to Ocean Reef. All suburbs and towns including metropolitan Perth, 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:

0861507000 To 0861509999 0863807200 To 0863894599
0861530000 To 0861536999 0864013000 To 0864013999
0861610000 To 0861629999 0864060000 To 0864069999
0861900000 To 0861919999 0864690000 To 0864699999
0861960000 To 0861969999 0864906000 To 0864908999
0861990000 To 0861999999 0864989000 To 0864989999
0862100200 To 0862287999 0865952000 To 0865958999
0862400000 To 0862589999 0892010000 To 0894999999
0862721500 To 0862799999 0895180000 To 0895180999
0862931000 To 0863109899 0895250000 To 0895264999
0863301100 To 0863327999 0895506000 To 0895506999
0863500000 To 0863509999 0895701000 To 0895783999
0863611000 To 0863611999      

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 23 May 2016 to 12 June 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 23052016-WA-S-C-P-PERTH AND SURROUNDING AREA_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.