Adelaide and Surrounding Districts

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in Adelaide Metropolitan, Yorke Peninsula, Mount Lofty Ranges, Upper South East and Lower South East Districts and parts of the Mid North and Murraylands Districts of South 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 the Adelaide Metropolitan, Yorke Peninsula, Mount Lofty Ranges, Upper South East and Lower South East Districts and parts of the Mid North and Murraylands Districts of South Australia on or about Sunday 24 July 2016 through to Tuesday 26 July 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 Bureau of Meteorology (BOM). Damaging winds are referred to in the BOM Severe Weather Warning issued for 24 July 2016 initially at 6:58 am Sunday, 24 July 2016, reference number IDS65503; 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 2,010 services. 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 21 August 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 are not limited to, the area starting at Fisherman Bay in the Spencer Gulf heading northeast to Canowie Belt, southeast to Bower and south to Dutton East then southwest to Freeling. From Freeling the area turns southeast past Sanderston and Perponda to Marama then east to the SA/Victoria border. The area follows the border south where the SA/Victoria border meets Bass Straight then following the coastline northwest past Robe, Victor Harbour, Adelaide and around Yorke Peninsula back to Fisherman 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:

0871202000 To 0871202999 0881300000 To 0881399999
0872250000 To 0872279999 0881501600 To 0884499999
0872800000 To 0872819999 0885200000 To 0885394999
0872850000 To 0872858999 0885500000 To 0885819999
0872870000 To 0872899999 0885981000 To 0885989999
0873270000 To 0873279999 0886350000 To 0886388999
0873830000 To 0873899999 0887210000 To 0887398999
0874800000 To 0874801999 0887420000 To 0887420999
0875071000 To 0875072999 0887500000 To 0887699999
0875090000 To 0875094999 0887738000 To 0887738999
0875224000 To 0875224999 0888210000 To 0888689999
0875580000 To 0875599999 0888722000 To 0888722999
0876091000 To 0876091999 0888900000 To 0888949999
0881000000 To 0881169999  

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 25 July 2016 to 21 August 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 25072016-SA-S-C-P-ADELAIDE AND SURROUNDING DISTRICTS_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.