WARRNAMBOOL AND SURROUNDING AREA

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the South West 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 South West district of Victoria on or about Monday 21 March 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 111 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 extreme 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 Redbank, heading south east to Buangor before turning south to Stoneleigh and Vite Vite North. From Vite Vite North, the area turns south east to Mount Bute, and then turns south to Leslie Manor and Irrewillipe. From Irrewillipe the area turns south east to Gellibrand before heading south to Hordern Vale. From Hordern Vale, the area follows the coastline north west to Mount Richmond. From Mount Richmond the area turns north west to Mumbannar before heading north to Lake Mundi and Langkoop. From Langkoop the area heads north east to Apsley before turning south east to Harrow. From Harrow, the area continues south east to Glenisla before beading north east to Greens Creek. From Greens Creek the area turns east to Redbank. 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:

0343010000 to 0343010999 0353400000 to 0353400999
0343430000 to 0343438999 0353503000 to 0353613999
0344001000 to 0344006999 0354597000 to 0354677999
0344008000 to 0344008999 0355210000 to 0355281999
0344330000 to 0344331999 0355510000 to 0355998999
0352375000 to 0352375999  

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's 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-WARRNAMBOOL 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.