Tasmania

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in Tasmania.

Optus is working to manage the significant impact to services that has occurred as a result of a series of severe weather events in the state of Tasmania on or about Saturday 4 June 2016 through to Monday 6 June 2016.

Due to the effect of damage to the telecommunications network by severe storms and flooding, 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). Heavy rainfall are referred to in the BOM Severe Weather Warning issued for 4 June 2016 initially at 5:34 pm EST on Saturday 4 June 2016, reference number IDT28100; 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 630 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 3 July 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 affected by this exemption are those in the area which is encompassed by the state of Tasmania which includes all islands and coastal areas being part of the state of Tasmania. 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 0364710000 To 0364760999
0361152000 To 0361152999 0364762000 To 0364762999
0361154000 To 0361154999 0364764000 To 0364764999
0361156000 To 0361156999 0364766000 To 0364766999
0361158000 To 0361158999 0364900000 To 0364990999
0361160000 To 0361160999 0367761000 To 0367761999
0361162000 To 0361162999      

As these circumstances were outside of Optus 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 June 2016 to 3 July 2016 inclusive (based on Optus 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 06062016-TAS-S-CP- TASMANIA_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.