MELBOURNE AND SURROUNDING DISTRICTS - EXTENSION

CUSTOMER SERVICE ADVICE FROM OPTUS

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

As previously notified by Optus on Monday 11 December 2017, part of the Central District of Victoria was impacted by severe weather on or about Friday 1 December 2017 through to Sunday 3 December 2017. This event resulted in extensive damage to the telecommunications network. Due to the extent of damage to the 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 January 2018.

The effect of these circumstances applies to an additional 465 services bringing the total number of services impacted to approximately 6465 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 January 2018. This date is indicative only; Optus customers should anticipate that some further delays may occur.

Optus services encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at Carlsruhe heading southeast past Kinglake West to Kinglake, east to Toolangi, then southeast past Fernshaw to McMahons Creek. From McMahons Creek the area turns southwest to Tonimbuk, northwest to Menzies Creek, and west to Belgrave Heights then north to Montrose. The area then heads northwest to Warrandyte, west to Lower Plenty, northwest to Campbellfield, southwest to Rockbank, and northwest to Coimadai then north back to Carlsruhe. 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:

0344001000 To 0344004999 0387113000 To 0387273999
0344007000 To 0344007999 0387390000 To 0387619999
0344330000 To 0344331999 0387722000 To 0387722999
0354206000 To 0354289999 0387740000 To 0387747999
0354635000 To 0354635999 0387749000 To 0387749999
0354670000 To 0354670999 0388223000 To 0388223999
0354833000 To 0354834999 0388380000 To 0388389999
0354900000 To 0354908999 0390090000 To 0390092699
0357348000 To 0357348999 0390410000 To 0390429999
0357860000 To 0357891999 0390770000 To 0390789999
0359098000 To 0359098999 0390907000 To 0390907999
0359100000 To 0359100999 0392120000 To 0392199999
0359121000 To 0359129999 0392371000 To 0392375999
0359160000 To 0359182999 0392940000 To 0393109999
0359184000 To 0359194999 0393330000 To 0393367799
0359490000 To 0359699999 0393569500 To 0393646299
0380860000 To 0380899999 0393891000 To 0393899999
0380997000 To 0380999999 0393901000 To 0393909999
0381870000 To 0381909999 0394010000 To 0394099999
0382880000 To 0382889999 0394300000 To 0394510099
0383383000 To 0383626999 0397100000 To 0397621099
0383800000 To 0383829999 0397770000 To 0397799899
0383890000 To 0383899999 0398390000 To 0398399899
0383907000 To 0383909999 0399172000 To 0399172999
0384010000 To 0384059999 0399300000 To 0399309999
0384073000 To 0384073999 0399390000 To 0399399999
0384180000 To 0384189999 0399711900 To 0399716999
0384310000 To 0384329999      

We anticipate that the majority of services will be restored by 28 January 2018. This date is indicative only; Optus customers should anticipate that some further delays may occur. 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 the severe weather events, which included heavy rain, thunderstorms and flash flooding which occurred in the affected regions can be sourced from the Bureau of Meteorology (BOM). The BOM issued Severe Weather Warnings regarding these events commencing from on or about Friday 1 December 2017 through to Sunday 3 December 2017. Additionally these unusually severe weather events have been widely reported by most of the news media. 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 28 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_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.