MELBOURNE AND SURROUNDING DISTRICTS - EXTENSION

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in Metropolitan Melbourne and part of the surrounding Central District of Victoria.

As previously notified by Optus on Thursday April 20 2017, normal operations in Metropolitan Melbourne and part of the surrounding Central District of Victoria were affected by a series of severe weather events on or about Saturday 8 April 2017 through to Monday 10 April 2017. The telecommunications network in these areas have experienced high levels of damage that resulted in delays to installation and repair activities on a significant number of Optus services. Due to the extent of damage to the Optus network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 28 May 2017.

Optus has identified that the effect of these circumstances applies to an additional 2,145 services bringing the total number of services impacted to approximately 5,130 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 28 May 2017. This date is indicative only; Optus customers should anticipate that some further delays may occur.

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 extension to time frames applying under the Telecommunications (Customer Service Guarantee) Standard 2011. This means that Optus is notifying customers that normal service time frames may not be met during the period of 11 April 2017 to 28 May 2017 inclusive (based on Optus estimated recovery schedule correct at the time of publication of this notice).

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_EXT1

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.