MELBOURNE AND SURROUNDING DISTRICTS

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in the Central District of Victoria.

The Central District of Victoria was impacted by severe weather on or about Friday 1 December 2017 through to Sunday 3 December 2017.

An interruption to Optus’ normal operations has occurred leading to delays in installation and repair activities. As many as 6000 Optus services in the area bounded by and including, but not limited to, the area starting at Portsea, following the coastline around Port Phillip Bay past Melbourne to Avalon. From Avalon, the area turns northwest to Staughton Vale, northeast to Carlsruhe then southeast to Darraweit Guim. The area then heads northeast to Hazeldene, southeast past Toolangi to Warburton, northeast to Mcmahons Creek and then southwest to Bunyip. From Bunyip the area continues southwest past Monomeith to the coastline and follows the coastline back to Portsea. 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:

0342020000 To 0342029999 0359098000 To 0359098999
0343000000 To 0343010999 0359100000 To 0359100999
0343020000 To 0343028999 0359121000 To 0359129999
0343430000 To 0343438999 0359160000 To 0359182999
0343677000 To 0343679999 0359184000 To 0359194999
0344001000 To 0344004999 0359310000 To 0359994999
0344007000 To 0344007999 0380860000 To 0380899999
0344330000 To 0344331999 0380996000 To 0380999999
0352185000 To 0352185999 0381870000 To 0381909999
0352208000 To 0352279999 0382880000 To 0382889999
0352428000 To 0352429999 0382900000 To 0384209999
0352722900 To 0352849999 0384310000 To 0384369999
0352980000 To 0352989999 0384580000 To 0384869999
0352991000 To 0352992999 0385020200 To 0386716999
0353400000 To 0353400999 0386951000 To 0388122999
0353470000 To 0353470999 0388223000 To 0388223999
0353608200 To 0353695999 0388228000 To 0388789999
0354206000 To 0354289999 0388920000 To 0388925999
0354635000 To 0354635999 0390090000 To 0390092699
0354670000 To 0354670999 0390410000 To 0390429999
0354833000 To 0354834999 0390760000 To 0390789999
0354900000 To 0354908999 0390907000 To 0390907999
0356182000 To 0356182999 0391074000 To 0391079999
0356249000 To 0356298999 0392002300 To 0399413899
0357348000 To 0357348999 0399530000 To 0399749999
0357860000 To 0357891999      

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, thunderstorms and flash flooding are referred to in the BOM Severe Weather Warning issued for Friday 1 December 2017 initially at 10.50am, reference number (IDV21037); 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-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.