Mallee District

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Mallee District 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 Mallee District of Victoria on or about Friday 11 November 2016 through to Sunday 13 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 Early Warning Network at http://www.ewn.com.au/alerts/. Large hail, heavy rain and damaging winds are referred to within this site for Friday 11 November 2016 through to Sunday 13 November 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 105 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 4 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 Berriwillock in Victoria, heading east to the South Australian border. The boundary follows the border north to New South Wales and then follows the New South Wales/South Australian border to the Tarawi Nature Reserve. From the reserve, the area heads northeast to Scotia, east to Pan Ban, and southeast past Balranald to Wakool then south crossing the NSW/ Victoria border to Gunbower. The area heads southwest to Mitiamo then northwest back to Berriwillock. All suburbs and towns 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:

0344322000 To 0344322999 0350701000 To 0350956999
0350180000 To 0350399999 0353957000 To 0353964999
0350486000 To 0350486999 0354503000 To 0354579999
0350500000 To 0350559999      

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 15 November 2016 to 4 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 15112016-VIC-S-C-P-MALLEE DISTRICT_RUL 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.