MSD - 20180111-WA-S-C-P-TROPICAL CYCLONE JOYCE EXTENSION

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to extreme weather in parts of the Kimberley District of Western Australia.

As previously notified by Optus on Thursday 18 January 2018 parts of the Kimberley region of Western Australia were impacted by extreme weather caused by Tropical Cyclone Joyce on or about Thursday 11 January 2018 through to Saturday 13 January 2018.

This event resulted in extensive damage to the telecommunications network. Due to the extent of damage to the Optus 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 25 February 2018. The effect of these circumstances applies to an additional 30 services bringing the total number of services impacted to approximately 90 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 25 February 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 Cape Jaubert following the coast line north past Broome and Derby to Walcott Inlet, heading south east past King Leopold Ranges to the Mueller Ranges. From the Mueller Ranges the area turns south west to Telfer and then northwest back to Cape Jaubert. All suburbs and 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:

0891387000 To 0891387999 0891911000 To 0891955999
0891583000 To 0891719999      

We anticipate that the majority of services will be restored by 25 February 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 extreme weather events, which included heavy rainfall and destructive winds 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 Thursday 11 January 2018 through to Saturday 13 January 2018. 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 11 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 11012018-WA-S-C-P-TROPICAL CYCLONE JOYCE_RUN_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.