Perth and Surrounding Districts

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Lower West District and parts of The South West District, Central Wheat Belt District and Central West District of Western Australia.

Optus is working to manage the significant impact to Optus services that has occurred as a result of a series of severe weather events in the Lower West District and parts of the South West District, Central Wheat Belt District and Central West District of Western Australia on or about Friday 10 February 2017. Due to the effect of damage to the telecommunications network by heavy rainfall and flash flooding, 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 and flash flooding are referred to within this site for Friday 10 February 2017; 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 2,862 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 12 March 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 encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at Lancelin, following the coastline south to Fremantle via Two Rocks. From Fremantle, the area continues south along the coastline to Eagle Bay. From Eagle Bay, the area continues south to Gracetown before turning north east to Bowelling via Chapman Hill. From Bowelling, the area turns south east to Qualeup. From Qualeup, the area turns east to Jackitup and north to Jitarning via Lake Grace. From Jitarning the area continues north to Quairading and north east to Tammin. From Tammin, the area continues north to Cleary before heading west to Watheroo and continuing to Cervantes. From Cervantes, the area follows the coastline south back to Lancelin. All suburbs and towns, coastal areas and offshore islands 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:

0861507000 To 0861509999 0865950000 To 0865959999
0861530000 To 0861536999 0866611000 To 0866611999
0861610000 To 0861629999 0868120000 To 0868121999
0861900000 To 0861919999 0890657000 To 0890658999
0861960000 To 0861969999 0892010000 To 0894999999
0861990000 To 0861999999 0895117000 To 0895117999
0862100200 To 0862589999 0895123000 To 0895123999
0862720000 To 0862799999 0895180000 To 0895182999
0862931000 To 0863182999 0895230000 To 0895389999
0863300000 To 0863327999 0895500000 To 0895999999
0863500000 To 0863509999 0896201000 To 0896931999
0863611000 To 0863611999 0897200000 To 0897591999
0863800000 To 0863899999 0897700000 To 0897708999
0864013000 To 0864013999 0897786000 To 0897788999
0864060000 To 0864069999 0897800000 To 0897974999
0864360000 To 0864369999 0898201000 To 0898343999
0864690000 To 0864699999 0898533000 To 0898533999
0864890000 To 0864989999 0898539000 To 0898911999

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 10 February 2017 to 12 March 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 10022017-WA-S-C-P-PERTH 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.