SOUTHERN WA

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in the South West District and parts of the Great Southern District of Western Australia.

The South West District and parts of the Great Southern District of Western Australia were impacted by severe weather on or about Thursday 24 May 2018 through to Friday 25 May 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 165 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Preston Beach on the WA coast heading east to Quindanning, north to North Bannister, and northeast to Mount Stirling then southeast to Walyurin. From Walyurin the area turns southwest to Lake Toolbrunup, west to Mobrup then southwest past the Unicup Nature Reserve to Point D’Entrecasteaux. The area follows the WA coastline northwest past Augusta, Busselton and Bunbury back to Preston Beach. 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:

0868120000 To 0868121999 0896420000 To 0896467999
0868206000 To 0868206999 0897200000 To 0897969999
0890657000 To 0890659999 0898201000 To 0898356099
0891688300 To 0891723099 0898489000 To 0898653099
0895771100 To 0895772799 0898804000 To 0898930999

We anticipate that the majority of services will be restored by 17 June 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). Destructive winds and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 24 May 2018 initially at 10:44 am Thursday, 24 May 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 25 May 2018 to 17 June 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 25052018-WA-S-C-PSOUTHERN WA_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.