MSD - 2018 August - WA S C P South Coast District
CUSTOMER SERVICE ADVICE FROM OPTUS
Delay due to severe weather in the South Coastal District of Western Australia.
The South Coastal District of Western Australia was impacted by severe weather on or about 1 August 2018. This event resulted in extensive damage to Optus’s telecommunications network.
An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 60 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Point D’Entrecasteaux heading northeast to Tonebridge, east to Cranbrook then north to Broomehill Village. From Broomehill Village the area heads east to Ongerup, southeast to Bremer Bay and follows the WA coastline westerly past Albany back to Point D’Entrecasteaux. 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:
|0868120000 To 0868121999||0898258000 To 0898577999|
|0868190000 To 0868204999||0898920000 To 0898929999|
We anticipate that the majority of services will be restored by 12 August 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 Early Warning Network at http://www.ewn.com.au/alerts/. Damaging winds are referred to within this site for 1 August 2018; 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 2 August 2018 to 12 August 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 02082018-WA-S-C-P-SOUTH COASTAL DISTRICT_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.