VIC Terang and Surrounding

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to fire in Terang and parts of the South West District in Victoria.

Terang and parts of the South West District in Victoria was impacted by bushfires on or about Sunday 18 March 2018, through to Monday 19 March 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 60 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Ballangeich heading east past Kolora to Bookaar, then southeast to Weerite, and onto Bungador. From Bungador, the area travels southwest to Kennedys Creek, turning northwest to Cooriemungle, continuing west to Nullawarre. At Nullawarre, the area travels northwest back to Ballangeich. All suburbs and towns 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:

0355410000 To 0355410999 0355570000 To 0355662999
0355453000 To 0355453999 0355910000 To 0355983999

We anticipate that the majority of services will be restored by 15 April 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 about the extent of the fire and current warnings can be sourced from the Victorian Emergency internet site www.emergency.vic.gov.au. This information was also widely reported in the news media after the events. Additional information about the extent of the fire damage can be sourced from Weatherzone at www.weatherzone.com.au. This information was also 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 March 2018 to 15 April 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 19032018-VIC-S-B-P-TERANG AND SURROUNDING AREAS_RULN

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.