Tas SBP Southeast Tasmania

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to extreme weather events in the South East District and parts of the Upper Derwent Valley, Central Plateau, Midlands and East Coast Districts of Tasmania.

The South East District and parts of the Upper Derwent Valley, Central Plateau, Midlands and East Coast Districts of Tasmania were impacted by extreme weather on or about Thursday 10 May 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 180 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Rocky Hills heading south and following the coastline past Hobart and Southport to South Cape. From South Cape the area turns north to Ouse, northeast to Lake Sorell then southeast back to Rocky Hills. 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:

03 6208 0000 To 03 6298 9999

We anticipate that the majority of services will be restored by 3 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 extreme weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall, flash flooding and damaging winds are referred to in the BOM Severe Weather Warning issued for 10 May 2018 initially at 10:17 am Thursday, 10 May 2018, reference number IDT21037; 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 11 May 2018 to 3 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 11052018-TAS-S-B-P-SOUTHEAST TASMANIA_RN

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.