SEYMOUR AND SURROUNDING AREA

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in North 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 North Central district of Victoria on or about 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 Tuesday 21 March 2017 initially at 10.18am 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 120 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 Redesdale heading north east to Graytown and Arcadia. From Arcadia, the area heads south east to Violet Town before turning north east to Thoona. From Thoona, the area heads south east to Glenrowan and Myrrhee and continues south east to Wonnangatta. From Wonnangatta, the area turns south west to Woods Point and then heads west to Narbethong. From Narbethong the area heads north west to Flowerdale, then south west to Wallan. From Wallan the area heads north west to Langley and then turns north to Redesdale. 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 0354900000 to 0354908999
0344007000 to 0344007999 0357297000 to 0357367999
0344330000 to 0344331999 0357492000 to 0357495999
0354234000 to 0354334999 0357600000 to 0357999999
0354635000 to 0354635999 0358267000 to 0358267999
0354656000 to 0354656999  

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-SEYMOUR AND SURROUNDING AREA_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.