VIC SWAN HILL AND SURROUNDING DISTRICT

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in part of the Mallee District of Victoria

Part of the Mallee District of Victoria was impacted by severe weather on or about Wednesday 15 November 2017 and Saturday 18 November 2017. This event resulted in extensive damage to the telecommunications network. An interruption to Optus normal operations has occurred, leading to delays in installation and repair activities. As many as 60 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Berriwillock in Victoria, heading north to Boundary Bend then crossing the Victoria/NSW border northeast to Balranald. From Balranald the area turns southeast to Wakool then south crossing the NSW/Victoria to Gunbower, southwest to Mitiamo then northwest back to Berriwillock. 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:

0344322000 To 0344322999 0350719000 To 0350730099
0350200000 To 0350399999 0354503000 To 0354579999
0350486000 To 0350486999      

We anticipate that the majority of services will be restored by 10 December 2017. 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 Early Warning Network at http://www.ewn.com.au/alerts/. Heavy rainfall is referred to within this site for Wednesday 15 November 2017 and Saturday 18 November 2017; 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 21 November 2017 to 10 December 2017 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 21112017-VIC-S-C-P-SWAN HILL AND SURROUNDING DISTRICT_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.