Perth and Surrounding Districts

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in Greater Metropolitan Perth in Western Australia.

Greater Metropolitan Perth in Western Australia was impacted by severe weather on or about Saturday 21 April 2018 through to Sunday 22 April 2018. This event resulted in extensive damage to telecommunication networks. An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 459 of Optus services in the area bounded by and including, but not limited to, the area starting at Freemantle following the coastline along Inner Harbour, before continuing along the Swan River shoreline northeast past Point Walter Golf Course to Heathcote Reserve then turning southeast to Bateman Park. From Bateman Park, the area moves inland heading east to Maddington, northeast to Red Hill, before turning southwest to Beechboro. At Beechboro, the area travels northwest past Balga to Duncraig and north to Craigie. At Craigie, the area travels northeast past Gnangara to Twin Swamps Nature Reserve turning northwest to Bambun, southeast to Julimar then southwest past Bakers Hill to Gilgering. At Gilgering, the area travels southwest to Youraling State Forest, northwest past Serpentine to Hillman, northwest to Kwinana Beach Jetty. From Kwinana Beach Jetty, the area continues north along the coastline back to Freemantle. 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 0864060000 To 0864069999
0861530000 To 0861536999 0864362500 To 0864362599
0861610000 To 0861629999 0864690000 To 0864699999
0861748000 To 0861748999 0864906000 To 0864908999
0861900000 To 0861919999 0865957000 To 0865959899
0861924000 To 0861924999 0892064000 To 0892675599
0861960000 To 0861969999 0892870000 To 0893199999
0861990000 To 0861999999 0893310000 To 0893738999
0862100200 To 0862185999 0893900000 To 0894722599
0862195000 To 0862195999 0894900000 To 0895018999
0862260000 To 0862268999 0895117000 To 0895117999
0862287000 To 0862287999 0895123000 To 0895123999
0862404000 To 0862589899 0895180000 To 0895182999
0862728100 To 0862728399 0895190000 To 0895269999
0862930000 To 0863103999 0895506000 To 0895506999
0863320000 To 0863326999 0895610000 To 0895785999
0863500000 To 0863509999 0895850000 To 0895850999
0863611000 To 0863611999 0895930100 To 0895941199
0864002000 To 0864018999      

We anticipate that the majority of services will be restored by 13 May 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/. Frequent cloud-to-ground lightning are referred to within this site for Saturday 21 April 2018 through to Sunday 22 April 2018; all of which were 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 26 April 2018 to 13 May 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 26042018-WA-S-C-P-PERTH AND SURROUNDING DISTRICTS_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.