Severe Weather events impact service in West, South and East Gippsland Districts of Victoria.

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 West, South and East Gippsland Districts of Victoria on or about Tuesday 5 July 2016 through to Wednesday 6 July 2016.

Due to the effect of damage to the telecommunications network by heavy rainfall and flash 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 and flash flooding are referred to in the BOM Severe Weather Warning issued for 5 July 2016 initially at Tuesday 5 July 2016 at 10.52am reference number IDV28000; 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 474 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 31 July 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 not limited to, the area starting at Cape Howe on the Victorian coastline, following the coastline southwest past Wilsons Promontory and Jam Jerrup to Tooradin. From Tooradin the area heads northeast past Gembrook, north northeast to Woods Pt, northeast to Mt Buller Alpine Village then north northeast to Dinner Plain. From Dinner Plain the area continues northeast to Dartmouth then west to Tom Groggin on the Victorian/New South Wales border. The area then follows the Victorian/New South Wales state border southeast back to Cape Howe on the coast. 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:

0351200000 To 0351994999 0359121000 To 0359129999
0356127000 To 0356127999 0359160000 To 0359182999
0356180000 To 0356182999 0359184000 To 0359192999
0356210000 To 0356379999 0359194000 To 0359194999
0356540000 To 0356891999 0359458000 To 0359569999
0359098000 To 0359098999 0359801000 To 0359802999
0359100000 To 0359100999 0359974000 To 0359978999

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 July 2016 to 31 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 06072016-VIC-S-C-P-GIPPSLAND AND SURROUNDING AREA_RU You can also view a copy of this notice on our Internet site 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 ( and in the White Pages® telephone directory.