ADELAIDE AND SURROUNDING DISTRICTS
CUSTOMER SERVICE ADVICE FROM OPTUS
Extreme Weather events impact service in Adelaide Metropolitan, Mount Lofty Ranges, Kangaroo Island, Lower Eyre Peninsula, Eastern Eyre Peninsula, Yorke Peninsula, Mid North, Riverland, Murraylands and Upper South East Districts and parts of the West Coast, Flinders and Lower South East Districts of South Australia.
Optus is working to manage the significant impact to services that has occurred as a result of a series of extreme weather events in Adelaide Metropolitan, Mount Lofty Ranges, Kangaroo Island, Lower Eyre Peninsula, Eastern Eyre Peninsula, Yorke Peninsula, Mid North, Riverland, Murraylands and Upper South East Districts and parts of the West Coast, Flinders and Lower South East Districts of South Australia on or about Wednesday 28 September 2016 through to Thursday 29 September 2016.
Due to the effect of damage to the telecommunications network by heavy rainfall, 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 extreme weather events can be sourced from the Bureau of Meteorology (BOM). Destructive wind, heavy rainfall, flash flooding and large hailstones are referred to in the BOM Severe Weather Warning issued for 28 September 2016 initially at 12:26 pm Wednesday, 28 September 2016, reference number IDS65502; 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 3,600 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 extreme weather conditions. Based on current information, the resumption date of Optus normal service operations is expected to be 13 November 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 Pointe Des Cordonniers heading north to Penong, northeast to Koonibba then southeast past Pureba to the Gawler Ranges National Park. The area heads south to Wudinna, northeast to Buckleboo and southeast to Wilcherry then northeast to the northwest corner of the Ikara- Flinders Ranges National Park. From Ikara-Flinders Ranges National Park the area turns southeast past Peterborough to Burra, east past Chowilla to the SA/VIC border and then following the border south to the Edenhope-Penola Rd (C212). The area then turns southwest to Nora Creina and follows the coastline past Victor Harbor, Adelaide, around Yorke Peninsula past Port Pirie and continues past Port Augusta, Port Lincoln and Elliston back to Pointe Des Cordonniers. 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||0876090000 To 0876091999|
|0872100000 To 0872109999||0876283000 To 0876284999|
|0872250000 To 0872279999||0881000000 To 0881169999|
|0872800000 To 0872819999||0881300000 To 0881399999|
|0872850000 To 0872858999||0881500000 To 0884499999|
|0872870000 To 0872899999||0885200000 To 0885989999|
|0873270000 To 0873279999||0886202000 To 0886895999|
|0873830000 To 0873899999||0887364000 To 0887365999|
|0874800000 To 0874801999||0887500000 To 0887699999|
|0875058000 To 0875058999||0887738000 To 0887738999|
|0875071000 To 0875072999||0888210000 To 0888689999|
|0875090000 To 0875094999||0888722000 To 0888722999|
|0875224000 To 0875224999||0888900000 To 0888949999|
|0875580000 To 0875599999|
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 29 September 2016 to 13 November 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 29092016-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.