MELBOURNE & SURROUNDING DISTRICTS

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in Metropolitan Melbourne and part of the surrounding 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 Metropolitan Melbourne and part of the surrounding Central District of Victoria on or about Saturday 8 April 2017 through to Monday 10 April 2017. 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/. Heavy rainfall and damaging winds are referred to within this site for Saturday 8 April 2017 through to Monday 10 April 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 2,985 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 7 May 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 not limited to, the area starting at Point Gellibrand following the coastline west and southwest past Williamstown, Werribee South, Geelong and Queenscliff to Urquhart Bluff. From Urquhart Bluff the area heads northwest to Winchelsea South, northeast to Waurn Ponds, and northwest to Hesse, then northeast to Lethbridge. The area turns southeast to Sutherlands Creek, northeast to Pentland Hills, and east to Diggers Rest, then southeast to Sydenham. From Sydenham the area heads northeast to Bulla, southeast to Thomastown, northeast to Kinglake West, and southeast to Warburton then northeast to Mcmahons Creek. The area turns southwest to Tonimbuk, northwest to Dewhurst, southwest to Hallam, and south to Hampton Park then west to Edithvale. From Edithvale the area follows the coastline northerly past Mordialloc, St Kilda and Melbourne back to Point Gellibrand. 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:

0342020000 To 0342029999 0384585000 To 0384814999
0352185000 To 0352185999 0385085000 To 0386716999
0352202000 To 0352299999 0386951000 To 0386999999
0352400000 To 0352849999 0387100000 To 0387429999
0352980000 To 0352992999 0387540000 To 0388089999
0357348000 To 0357348999 0388223000 To 0388223999
0357861000 To 0357869999 0388228000 To 0388782299
0359098000 To 0359098999 0390410000 To 0390429999
0359100000 To 0359100999 0390761000 To 0390767999
0359121000 To 0359129999 0390770000 To 0390789999
0359160000 To 0359182999 0390907000 To 0390907999
0359184000 To 0359194999 0392002800 To 0392199999
0359490000 To 0359689999 0392300200 To 0394399999
0380860000 To 0380899999 0394586000 To 0397692999
0381870000 To 0381909999 0397880000 To 0399059999
0382880000 To 0382889999 0399172000 To 0399172999
0382900000 To 0382908999 0399200000 To 0399349999
0383010000 To 0384164599 0399390000 To 0399399999
0384180000 To 0384189999 0399531000 To 0399630699
0384310000 To 0384329999 0399740000 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 11 April 2017 to 7 May 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 11042017-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.