Tasmania

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the South East, Upper Derwent Valley, Western, Central Plateau and North West Coast Districts and parts of the Central North, Midlands and East Coast Districts of 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 South East, Upper Derwent Valley, Western, Central Plateau and North West Coast Districts and parts of the Central North, Midlands and East Coast Districts of Tasmania on or about Thursday 29 September 2016 through to Friday 30 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 severe weather events can be sourced from the Early Warning Network at http://www.ewn.com.au/alerts/. Heavy rainfall, damaging wind and flash flooding are referred to within this site for Thursday 29 September 2016 through to Friday 30 September 2016; 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 540 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 30 October 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 Greens Beach heading southwest to Meander then southeast to Buxton Pt on the east coast of Tasmania following the coastline clockwise back to Greens Beach. 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:

03 6208 0000 To 03 6298 9999 03 6471 0000 To 03 6475 9999
03 6363 1100 To 03 6368 9999 03 6490 0000 To 03 6498 9999
03 6420 2000 To 03 6458 9999

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 3 October 2016 to 30 October 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 03102016-TAS-S-C-P-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.