MELBOURNE AND SURROUNDING DISTRICTS

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in Melbourne Metropolitan, Central and North Central Districts and parts of the Northern Country, North East, and West & South 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 Melbourne Metropolitan, Central and North Central Districts and parts of the Northern Country, North East, and West & South Gippsland Districts of Victoria on or about Wednesday 28 December 2016 through to Thursday 29 December 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/. Damaging winds, heavy rainfall and flash flooding are referred to within this site for Wednesday 28 December 2016 through to Thursday 29 December 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 6,510 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 5 February 2017. 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 on the Optus cable network encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at Frankston South and following the coastline northwest past Port Melbourne and then southwest past Williamstown to Altona then turning west to Werribee. From Werribee the area turns northeast past Sydenham and Melbourne Airport to Craigieburn, then southeast past Diamond Creek to Mount Evelyn, south past Belgrave South to Beaconsfield and southwest past Cranbourne and back to Frankston South.

Optus services on the non-cable network encompassed in this exemption are in the area bounded by and including, but not limited to, the area starting at Port Welshpool following the coastline past Port Franklin, Yanakie, Inverloch, Portsea, Melbourne and Williamstown to Avalon. From Avalon the area heads northeast to Bacchus Marsh, northwest to Amphitheatre, and north to Wedderburn then southeast to Inglewood. The area then turns south to Laanecoorie, southeast to Maldon then east to Redesdale. From Redesdale the area heads northeast to Thoona, southeast to Mount Buller, southwest to Baw Baw then southeast back to Port Welshpool. All suburbs, 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:

0343000000 To 0343009999 0359100000 To 0359100999
0343011000 To 0343011999 0359121000 To 0359129999
0343020000 To 0343028999 0359160000 To 0359182999
0343430000 To 0343438999 0359184000 To 0359194999
0343677000 To 0343679999 0359310000 To 0359319999
0344001000 To 0344008999 0359423100 To 0359994999
0344330000 To 0344331999 0380860000 To 0380899999
0351691000 To 0351696999 0381870000 To 0381909999
0352208000 To 0352279999 0382880000 To 0382889999
0352428000 To 0352428999 0382900000 To 0382908999
0352820000 To 0352849999 0383000000 To 0384209999
0352980000 To 0352989999 0384310000 To 0384369999
0352991000 To 0352991999 0384580000 To 0384869999
0353216000 To 0353216999 0385020000 To 0385039999
0353400000 To 0353400999 0385085000 To 0386716999
0353453000 To 0353488999 0386951000 To 0386999999
0353660000 To 0353679999 0387070000 To 0387070699
0354207000 To 0354334999 0387070800 To 0387079999
0354590000 To 0354834999 0387100000 To 0388099999
0354900000 To 0354908999 0388120000 To 0388129999
0354941000 To 0354943999 0388223000 To 0388223999
0356127000 To 0356127999 0388228000 To 0388789999
0356180000 To 0356182999 0388921000 To 0388925999
0356220000 To 0356379999 0390410000 To 0390429999
0356540000 To 0356889999 0390760000 To 0390789999
0357330000 To 0357369999 0390907000 To 0390907999
0357493000 To 0357495999 0392002300 To 0392199999
0357600000 To 0357999999 0392300200 To 0399349999
0358261000 To 0358262999 0399390000 To 0399399999
0359098000 To 0359098999 0399531000 To 0399749999

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 December 2016 to 5 February 2017 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 29122016-VIC-S-C-P-MELBOURNE AND SURROUNDING DISTRICTS_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.