MSD - 20180129-NT-S-C-P-NORTHERN TERRITORY TOP END REGION

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in the Daly, Arnhem and Carpentaria Districts, and part of the Gregory District of the Northern Territory.

The Daly, Arnhem and Carpentaria Districts, and part of the Gregory District of the Northern Territory were impacted by severe weather caused by a monsoonal low on or about Saturday 27 January 2018 through to Wednesday 31 January 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 210 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at the Northern Territory/Western Australian border in the Joseph Boneparte Gulf, following the coastline east in a clockwise direction past Darwin, Nhulunbuy and Port Roper to the Northern Territory/Queensland border. From here following the border south to National Highway 1, heading west to Newcastle Waters, and south west to Tanami Road intersecting the Northern Territory/West Australian border. The area then heads north following the border back to the Joseph Boneparte Gulf. All suburbs, towns, off shore islands and coastal areas 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:

0879782000 To 0879789999   0889635000 To 0889999999
0889200000 To 0889531799

We anticipate that the majority of services will be restored by 25 February 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 rainfall, flash flooding and damaging winds are referred to in the BOM Severe Weather Warning issued for 27 January 2018 initially at 5:00 pm Saturday, 27 January 2018, reference number IDD21038; 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 29 January 2018 to 25 February 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 29012018-NT-S-C-P-NORTHERN TERRITORY TOP END REGION_RUNL

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.