Adelaide and Surrounding Districts
CUSTOMER SERVICE ADVICE FROM OPTUS
Severe Weather events impact service in parts of the Adelaide Metropolitan and Mount Lofty Ranges 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 parts of the Adelaide Metropolitan and Mount Lofty Ranges Districts of South Australia on or about Friday 11 November 2016.
Due to the effect of damage to the telecommunications network by severe thunderstorms, 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). Destructive wind, heavy rainfall and large hailstones are referred to in the BOM Severe Weather Warning issued for 11 November 2016 initially at 7:14 pm Friday, 11 November 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 1,065 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 11 December 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 St Kilda Beach heading northeast to One Tree Hill, southeast to Mt Torrens then southwest to Flaxley. From Flaxley the area turns west to Christies Beach and following the coastline north past Glenelg and Port Adelaide back to St Kilda Beach. All suburbs and towns including metropolitan Adelaide, 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||0881000700 To 0881166499|
|0872250000 To 0872279999||0881300600 To 0881399999|
|0872800000 To 0872819999||0881500000 To 0882499999|
|0872870000 To 0872899999||0882668700 To 0882799999|
|0873270000 To 0873279999||0882900000 To 0883147999|
|0874800000 To 0874801999||0883250000 To 0884499999|
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 14 November 2016 to 11 December 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 14112016-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.