Hawthorn and surrounding suburbs

CUSTOMER SERVICE ADVICE FROM OPTUS

Staff Redeployment to impact services in part of Melbourne.

Due to the effect of a series of severe weather events, which have caused damage to the telecommunications network throughout widespread areas of New South Wales, 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 part of the Melbourne area, 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). Destructive winds, heavy rainfall and abnormally high tides are referred to in the BOM Severe Weather warning issues for 4 June initially at 4.23pm Saturday 4 June 2016, reference number IDN20032; all of which were widely reported by most of the news media.

Optus has identified that the effect of these circumstances may apply to approximately 165 services in part of the Melbourne area. Some of these services may not be installed or repaired within Optus 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 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 encompassed in this exemption are in the area bounded by and including, but not limited to, the area starting at Alphington heading southeast to Box Hill North, southwest to Ashburton and northwest to Cremorne then northeast back to Alphington. All suburbs and towns 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:

0380860000 To 0380899999 0387740000 To 0387747999
0381870000 To 0381909999 0387749000 To 0387749999
0382880000 To 0382889999 0388086100 To 0388629899
0383266500 To 0383425999 0390410000 To 0390429999
0383519000 To 0383520999 0390770000 To 0390789999
0383791600 To 0383793799 0390907000 To 0390907999
0383800000 To 0383829999 0392002300 To 0392991999
0383890000 To 0383899999 0393212700 To 0393485899
0384073000 To 0384073999 0393891000 To 0393899999
0384120000 To 0384209999 0394038800 To 0394299999
0384703000 To 0384703999 0394730200 To 0394907999
0385086000 To 0385324599 0395367400 To 0395367499
0385550000 To 0385559999 0395728100 To 0395731599
0386269600 To 0386712599 0396167400 To 0396939999
0386964100 To 0386964199 0398040000 To 0398967999
0387403000 To 0387403999 0399172000 To 0399172999
0387590000 To 0387599999 0399205000 To 0399631999
0387722000 To 0387722999      

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 13 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 13062016-VIC-S-C-P-HAWTHORN AND SURROUNDING SUBURBS_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.