MSD - WA-S-C-P-PERTH AND SURROUNDING DISTRICT

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in Perth and surrounding Lower West District of Western Australia.

The city of Perth and part of the surrounding Lower West District of Western Australia was impacted by severe weather caused by Ex-Tropical Cyclone Joyce on or about Monday 15 January 2018 through to Tuesday 16 January 2018. An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 1,005 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Two Rocks on the WA coast heading east to Chittering, southeast to Clackline, and southwest to Canning Mills then west to Gosnells. From Gosnells the area turns southwest past Hopeland and West Coolup to Preston Beach and then follows the coastline north past Mandurah, Fremantle and Perth back to Two Rocks. All suburbs and towns including metropolitan Perth, 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:

0861507000 To 0861509999
0861530000 To 0861536999
0861610000 To 0861629999
0861900000 To 0861919999
0861924000 To 0861924999
0861960000 To 0861969999
0861990000 To 0861999999
0862100000 To 0862795999
0862930000 To 0863329999
0863500000 To 0863509999
0863611000 To 0863611999
0863801900 To 0863899999

We anticipate that the majority of services will be restored by 4 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 and Flash Flooding are referred to in the BOM Severe Weather Warning issued for 15 January 2018 initially at 3:48 pm Monday, 15 January 2018, reference number IDW21037; 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 16 January 2018 to 4 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 16012018-WA-S-C-P-PERTH AND SURROUNDING DISTRICT_RUN

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.