NORTH WEST VICTORIA

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Central District of Victoria

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 Central district of Victoria on or about Monday 20 March 2017 through to Tuesday 21 March 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 Bureau of Meteorology (BOM). Heavy rainfall and flash flooding are referred to in the BOM Severe Weather Warning issued for Monday 20 March 2017 initially at 3.50pm, reference number (IDV20032); 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 1,025 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 23 April 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 Balwyn North, heading north to Bulleen, north west to Heidelberg and then north to Bundoora. From Bundoora, the area turns north west to Campbellfield before turning north east to Upper Plenty. From Upper Plenty the area turns north west to Romsey. From Romsey the area heads west to Woodend before turning south west to Bullengarook. From Bullengarook, the area turns south east to Toolern Vale and Diggers Rest. From Diggers Rest, the area heads south east to Sydenham and Keilor East before heading south to Maidstone. From Maidstone, the area turns north east to Kensington and then heads north to Strathmore, before heading south east to Thornbury and returning to Balwyn North. 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:

0344001000 to 0344004999 0388223000 to 0388223999
0344007000 to 0344007999 0388380000 to 0388389999
0344330000 to 0344331999 0388500000 to 0388622999
0354206000 to 0354288999 0388925000 to 0388925999
0354635000 to 0354635999 0390410000 to 0390429999
0354833000 to 0354834999 0390770000 to 0390789999
0354900000 to 0354908999 0390907000 to 0390907999
0357891000 to 0357891999 0392002800 to 0392196999
0380860000 to 0380899999 0392300200 to 0394034999
0381870000 to 0381909999 0394135500 to 0394185999
0382880000 to 0382889999 0394490000 to 0394999999
0382900000 to 0382900099 0396045200 to 0396045299
0383010000 to 0383909999 0396445400 to 0396445499
0384073000 to 0384073999 0396627700 to 0396627999
0384180000 to 0384189999 0396743100 to 0396743199
0384580000 to 0384818999 0396883000 to 0396883999
0385213000 to 0385213999 0397402000 to 0397465999
0385550000 to 0385559999 0398102200 to 0398197999
0386459900 to 0386459999 0398327000 to 0398327999
0386713900 to 0386713999 0398500000 to 0398679299
0386962800 to 0386962899 0398959600 to 0398959699
0387403000 to 0387403999 0399172000 to 0399172999
0387467000 to 0387469999 0399200000 to 0399345799
0387590000 to 0387599999 0399390000 to 0399399999
0387722000 to 0387722999 0399534000 to 0399548999
0387740000 to 0387747999 0399716000 to 0399716999
0387749000 to 0387749999  

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 22 March 2017 to 23 April 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 22032017-VIC-S-C-P-NORTH WEST VICTORIA_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.