MSD - Melbourne and Surrounding Districts - 29 November 2018
CUSTOMER SERVICE ADVICE FROM OPTUS
Delay due to severe weather events in parts of the Central and North Central Districts of Victoria.
Parts of the Central and North Central Districts of Victoria were impacted by severe weather on or about Thursday 22 November 2018.
An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 2,250 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Morning Star Beach following the coastline of Port Phillip Bay northerly past Frankston, Sandringham and St Kilda to Sandridge Lookout. From Sandridge Lookout the area heads northwest to Keilor Downs, north to Bulla, and east to Somerton then north to Wallan. The area turns east to Glenburn, southeast to East Warburton, and south to Tonimbuk then west to Beaconsfield Upper. From Beaconsfield Upper the area heads southwest to Lynbrook, southeast to the North Western Port Nature Conservation Reserve, and west to Moorooduc then northwest back to Morning Star Beach. 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:
|0357348000 To 0357348999||0384580000 To 0384818999|
|0357860000 To 0357869999||0385020200 To 0386716999|
|0359098000 To 0359098999||0386951000 To 0387279999|
|0359100000 To 0359100999||0387390000 To 0387399999|
|0359121000 To 0359129999||0387403000 To 0387403999|
|0359160000 To 0359182999||0387561000 To 0388122999|
|0359184000 To 0359194999||0388223000 To 0388223999|
|0359490000 To 0359866899||0388228000 To 0388789999|
|0380860000 To 0380899999||0388920000 To 0388925999|
|0381870000 To 0381909999||0390090000 To 0390092699|
|0382880000 To 0382889999||0390410000 To 0390429999|
|0382900000 To 0383479999||0390760000 To 0390789999|
|0383519000 To 0383520999||0390907000 To 0390907999|
|0383594000 To 0383886299||0392002300 To 0399349999|
|0383890000 To 0383899999||0399390000 To 0399399999|
|0383988200 To 0384209999||0399530000 To 0399639999|
|0384310000 To 0384329999|
We anticipate that the majority of services will be restored by 9 December 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 are referred to in the BOM Severe Weather Warning issued for 22 November 2018 initially at 5:02 pm Thursday, 22 November 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 26 November 2018 to 9 December 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 26112018-VIC-S-C-P-MELBOURNE AND SURROUNDING DISTRICTS_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.