KIMBERLEY AND SURROUNDING DISTRICT

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in the Kimberley and parts of the Pilbara and Northern Interior areas of Western Australia.

The Kimberley and parts of the Pilbara and Northern Interior areas of Western Australia were impacted by severe weather on or about Thursday 15 February 2018 through to Sunday 18 February 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 45 Optus services in the area bounded by and including, but not limited to, the area starting at the Joseph Bonaparte Gulf on the Western Australia/Northern Territory border, following the border south to Lake White and then heads west to Telfer. From Telfer the area heads northwest to Cape Jaubert, from Cape Jaubert it continues along the coastline northeast past Broome and Derby back to the Joseph Bonaparte Gulf on the Western Australia/Northern Territory border. This exemption excludes the townships of Kununurra and Derby, all other 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:

0891340000 To 0891387999 0891911000 To 0891955999
0891583000 To 0891719999

We anticipate that the majority of services will be restored by 18 March 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 significant flooding are referred to in the BOM Severe Weather Warning issued for 15 February 2018 initially at 10:29am and 10:31am Thursday 15 February 2018, reference numbers IDW39880 and IDW39875; 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 19 February 2018 to 18 March 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 19022018-WA-S-C-P-KIMBERLEY 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.