MSD - Bairnsdale - VIC August 2018

CUSTOMER SERVICE ADVICE FROM OPTUS

Incident in Bairnsdale Victoria due to deliberate damage.

On Saturday 18 August 2018 there was an incident involving the collapse of a Fixed Wireless tower located in Bairnsdale East, Victoria due to deliberate damage.

An interruption to Optus normal operations has occurred leading to delays in repair activities to NBN Fixed Wireless services only. As many as 24 Optus NBN Fixed Wireless services are impacted in the area bounded by and including, but not limited to, the area starting at: Granite Rock Southeast to Nicholson, South to Raymond Island, following the coastline to Banksia Peninsula, heading Northwest to Forge Creek and up to Lindenow, then heading North to Ellaswood coming around to the East back to Granite Rock. 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 may have been affected:

0351417606 0351640003
0351417607 0351645604
0351417612 0351645613
0351417630 0351645614
0351530274 0351645618
0351532574 0351645625
0351551469 0351645642
0351553776 0351645644
0351555657 0351645692
0351562125 0351645698
0351565977 0351645615
0351568090 0351645676

We anticipate that the majority of services will be restored on or before 23 January 2019. 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? On Saturday 18 August 2018 there was an incident involving the collapse of a Fixed Wireless tower located in Bairnsdale East, Victoria due to deliberate damage.

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 18 August 2018 to 23 January 2019 inclusive for any delays in fixing 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 18082018-VIC-S-C-P-BAIRNSDALE AREA_NBN WIRELESS

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.