MSD 2018 August Perth and Surrounding District Western Australia

CUSTOMER SERVICE ADVICE FROM OPTUS

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

As previously notified by Optus on Monday 29 January 2018, the city of Perth and part of the surrounding Lower West District of Western Australia was impacted by severe weather caused by Ex-Tropical Cyclone Joyce on or about Monday 15 January 2018 through to Tuesday 16 January 2018.

This event resulted in extensive damage to the telecommunications network. Due to the extent of damage to the network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 18 February 2018. The effect of these circumstances applies to an additional 735 services bringing the total number of services impacted to approximately 1,740 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 18 February 2018. This date is indicative only; Optus customers should anticipate that some further delays may occur.

Optus services encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at Two Rocks on the WA coast heading east to Chittering, southeast to Clackline, and southwest to Canning Mills then west to Gosnells. From Gosnells the area turns southwest past Hopeland and West Coolup to Preston Beach and then follows the coastline north past Mandurah, Fremantle and Perth back to Two Rocks. 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 0864001000 To 0864019999
0861530000 To 0861536999 0864060000 To 0864069999
0861610000 To 0861629999 0864361200 To 0864367999
0861900000 To 0861919999 0864690000 To 0864699999
0861924000 To 0861924999 0864891300 To 0864989999
0861960000 To 0861969999 0865954000 To 0865958699
0861990000 To 0861999999 0892016100 To 0895018999
0862100000 To 0862795999 0895117000 To 0895117999
0862930000 To 0863329999 0895180000 To 0895182999
0863500000 To 0863509999 0895190000 To 0895379999
0863611000 To 0863611999 0895530000 To 0895942999
0863801900 To 0863899999      

We anticipate that the majority of services will be restored by 18 February 2018. This date is indicative only; Optus customers should anticipate that some further delays may occur. 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 the severe weather events, which included heavy rainfall and flash flooding which occurred in the affected regions can be sourced from the Bureau of Meteorology (BOM). The BOM issued Severe Weather Warnings regarding these events commencing from on or about Monday 15 January 2018 through to Tuesday 16 January 2018. Additionally these unusually severe weather events have been widely reported by most of the news media.

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 16 January 2018 to 18 February 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 16012018-WA-S-C-P-PERTH AND SURROUNDING DISTRICT_RUN_EXT1

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.