VIC SCP Melbourne and Surrounding District

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in parts of the Central District of Victoria

Parts of the Central District of Victoria were impacted by severe weather on or about Thursday 10 May 2018 through to Friday 11 May 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 1,590 of Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Carlsruhe heading southeast to Romsey, southwest to Riddells Creek, and northeast to Darraweit Guim then southeast to Kalkallo. From Kalkallo the area heads northeast to Hazeldene, southeast to Toolangi, southwest to Bend of Islands, and south to Croydon then southwest to Wantirna South. The area turns west to Glen Waverley, northwest to Camberwell then west to the Yarra River and follows the river westerly out to Port Phillip Bay. The area then follows the coastline past Williamstown and Altona to the Cheetham Wetlands, north past Laverton North and Cairnlea to Bulla, northwest to Coimadai then north back to Carlsruhe. 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:

0344001000 To 0344004999 0387467000 To 0387469999
0344007000 To 0344007999 0387590000 To 0387599999
0344330000 To 0344331999 0387722000 To 0387722999
0354206000 To 0354289999 0387740000 To 0387747999
0354635000 To 0354635999 0387749000 To 0387749999
0354670000 To 0354670999 0388020000 To 0388122999
0354833000 To 0354834999 0388223000 To 0388223999
0354900000 To 0354908999 0388228000 To 0388789999
0357863000 To 0357865999 0388920000 To 0388925999
0380860000 To 0380899999 0390090000 To 0390092699
0380997000 To 0380999999 0390410000 To 0390429999
0381870000 To 0381909999 0390770000 To 0390789999
0382880000 To 0382889999 0390907000 To 0390907999
0382900000 To 0382900099 0391060000 To 0391079999
0383000100 To 0384209999 0391300000 To 0391309999
0384310000 To 0384369999 0391735000 To 0391738999
0384580000 To 0384869999 0392000000 To 0395005999
0385085800 To 0385345099 0395141300 To 0395262999
0385524500 To 0385524699 0395367400 To 0395367499
0385550000 To 0385559999 0395642900 To 0395754599
0385645500 To 0385645599 0395956500 To 0396977999
0386000500 To 0386717999 0397100000 To 0397199999
0386940000 To 0386990699 0397400000 To 0397484499
0387403000 To 0387403999 0398006300 To 0399413899
  0399530000 To 0399716999

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 severe weather events can be sourced from the Bureau of Meteorology (BOM). Damaging winds, heavy rainfall and flash flooding are referred to in the BOM Severe Weather Warning issued for 10 May 2018 initially at 9:54 am Thursday, 10 May 2018, reference number IDV21037; 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 14 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 14052018-VICS-C-P-MELBOURNE AND SURROUNDING DISTRICT_RUNL

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.