WA Perth and Surrounding Districts

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in Perth and the surrounding Lower West District of Western Australia.

Perth and the surrounding Lower West District of Western Australia was 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 1,050 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Ocean Reef on the WA coast heading northeast past Muchea to Chittering, southeast to Wundowie then southwest past Canning Mills to Bedfordale. From Bedfordale the area heads south to Myara, southeast to Yarloop, west to Preston Beach and following the coastline north past Mandurah, Fremantle and Perth back to Ocean Reef. 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 0864013000 To 0864013999
0861530000 To 0861536999 0864060000 To 0864069999
0861610000 To 0861629999 0864360800 To 0864367999
0861900000 To 0861919999 0864550000 To 0864892999
0861960000 To 0861969999 0864906000 To 0864908999
0861990000 To 0861999999 0892010000 To 0895018999
0862100600 To 0862583999 0895117000 To 0895117999
0862720000 To 0862795999 0895123000 To 0895123999
0862931700 To 0862969999 0895180000 To 0895182999
0862985000 To 0862985999 0895190000 To 0895358699
0863100100 To 0863329999 0895505000 To 0895574999
0863503000 To 0863509399 0895700000 To 0895942999
0863611000 To 0863611999 0897334000 To 0897399999
0863800000 To 0863897999 0897826000 To 0897828999
0864003000 To 0864003999      

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-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.