NORTH CENTRAL VICTORIA

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of the Central, North Central, Northern Country and North East Districts 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 parts of the Central, North Central, Northern Country and North East Districts of Victoria on or about Saturday 8 April 2017 through to Sunday 9 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 rain and damaging winds are referred to within this site for Saturday 8 April 2017 through to Sunday 9 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 390 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 Gunbower heading southeast to Bamawm Extension, west to Pine Grove, and southeast to Toolleen then northeast to Thoona. From Thoona the area turns southeast to Mt Buller Alpine Village, southwest to Woods Point, northwest past Romsey to Tylden, southwest to Blackwood then southeast to Balliang. The area then heads southwest to Sutherlands Creek, west to Cressy, northwest to Carranballac, northeast to Raglan, and north to Redbank then northeast to Wedderburn. From Wedderburn the area heads east to Serpentine, northwest to Fernihurst then northeast back to Gunbower. 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:

0343000000 To 0343011999 0353608000 To 0353689999
0343020000 To 0343028999 0353781000 To 0353781999
0343334000 To 0343339999 0354210000 To 0354798999
0343430000 To 0343438999 0354900000 To 0354908999
0344001000 To 0344008999 0354941000 To 0354943999
0344330000 To 0344331999 0357330000 To 0357369999
0352813000 To 0352841999 0357493000 To 0357493999
0352991000 To 0352991999 0357600000 To 0357999999
0353200000 To 0353498999  

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-NORTH CENTRAL 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.