31012018-VICS-C-P-MELBOURNE AND SURROUNDING DISTRICTS_RUNL

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in parts of Melbourne and parts of the Central, North Central, Northern Country and North East Districts of Victoria.

Melbourne and parts of the Central, North Central, Northern Country and North East Districts of Victoria were impacted by severe weather on or about Friday 26 January 2018 through to Tuesday 30 January 2018. 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 2,265 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Cheetham Wetlands, heading north to St Albans, northwest to Diggers Rest, west to Coimadai, and then northwest to Trentham East. From Trentham East the area heads west to Raglan, north to Buckrabanyule, southeast to Serpentine, and south to Woodstock on Loddon, then southeast to Harcourt. The area turns northeast to Knowsley, northwest past Gunbower to the Vic/NSW border following the border easterly past Yarrawonga to Gooramadda. From Gooramadda the area heads southwest to Killawarra, south to Glenrowan, southeast to Cheshunt, and south to Mount Buller, then southwest to Labertouche. The area turns west to Beaconsfield Upper, southwest to Lynbrook, and west past Chelsea Beach to Port Phillip Bay following the bay northerly to Beaumaris. From Beaumaris the area heads north to Highett, northwest to Elsternwick, north to Toorak, and northeast to Balwyn North then southwest to South Kensington. The area then turns south to the Yarra River following the river past Point Gellibrand and Altona back to Cheetham Wetlands. 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:

0343000000 To 0343009999 0384310000 To 0384329999
0343011000 To 0343011999 0384580000 To 0384818999
0343430000 To 0343438999 0385026200 To 0385114999
0344001000 To 0344008999 0385213000 To 0385213999
0344323000 To 0344324999 0385303500 To 0385734999
0344330000 To 0344331999 0385859000 To 0385879999
0344650000 To 0344650999 0386131500 To 0386147099
0353216000 To 0353216999 0386323700 To 0386339099
0353400000 To 0353400999 0386459800 To 0386459999
0353436000 To 0353489999 0386561100 To 0386561399
0354206000 To 0354389999 0386713900 To 0386713999
0354590000 To 0354962999 0386962800 To 0386962899
0357257200 To 0357459999 0387074000 To 0387113999
0357492000 To 0357495999 0387390000 To 0388099999
0357562600 To 0357999999 0388223000 To 0388223999
0358144000 To 0358144999 0388230000 To 0388789999
0358200000 To 0358335999 0388925000 To 0388925999
0358490000 To 0358490999 0390090000 To 0390092699
0358510000 To 0358758299 0390410000 To 0390429999
0359098000 To 0359098999 0390770000 To 0390789999
0359100000 To 0359100999 0390907000 To 0390907999
0359121000 To 0359129999 0392002800 To 0394185999
0359160000 To 0359182999 0394300000 To 0395288999
0359184000 To 0359194999 0395392500 To 0396058699
0359490000 To 0359689999 0396436100 To 0396446299
0380860000 To 0380899999 0396627700 To 0396627999
0380997000 To 0380999999 0396800000 To 0399048499
0381870000 To 0381909999 0399161900 To 0399348899
0382880000 To 0382889999 0399390000 To 0399399999
0382900000 To 0382901999 0399534000 To 0399549999
0383006000 To 0384134099 0399711900 To 0399716999
0384180000 To 0384189999

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 Early Warning Network at http://www.ewn.com.au/alerts/. Heavy rainfall, flash flooding and large hail are referred to within this site for Friday 26 January 2018 through to Tuesday 30 January 2018; 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 31 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 31012018-VICS-C-P-MELBOURNE AND SURROUNDING DISTRICTS_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.