CANBERRA AND SURROUNDING AREA

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in the Australian Capital Territory and surrounding area

 The Australian Capital Territory and surrounding area was impacted by severe weather on or about Friday 1 December 2017 to Saturday 2 December 2017.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 465 of Optus services in the area bounded by and including, but not limited to, the area starting at Bungendore heading south to Anembo, northwest to Batlow then northeast past Brindabella to Murrumbateman then southeast back to Bungendore. All suburbs and towns serviced by Optus within these boundaries are encompassed in this exemption. 

How will this affect you? 

Unfortunately your service may be affected and we may take longer than normal to fix telephone services or complete connections. Services in the area mentioned above with phone numbers in the following number ranges may have been affected:

0261193000 To 0261629099 0261910000 To 0262999999
0261830000 To 0261831999

We anticipate that the majority of services will be restored by 7 January 2018. We’re sorry for any inconvenience this delay may cause but we can assure you we are working hard to get things back on track. 

What else do you need to know? 

Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rain and flash flooding are referred to in the BOM Severe Weather Warning issued for Friday 1 December 2017 initially at 4.54am reference number IDN21037; all of which were widely reported in the news media after the events. Due to this event, we’re claiming an exemption under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, including an exemption from the payment of compensation between 4 December 2017 to 7 January 2018 inclusive for any delays in fixing or connecting services, and the keeping of appointments relating to these activities in the impacted area. 

Need more information? 

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 04122017-ACT-CANBERRA 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.