MSD - 08112018-VIC-S-C-P-MELBOURNE AND SURROUNDING DISTRICTS_RUNL

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 Tuesday 6 November 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 2,520 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:

0359098000 To 0359098999   0386951000 To 0387279999
0359100000 To 0359100999   0387390000 To 0387399999
0359121000 To 0359129999   0387403000 To 0387403999
0359160000 To 0359182999   0387527000 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
0383590000 To 0384209999   0391074000 To 0391079999
0384310000 To 0384369999   0392002300 To 0399413899
0384580000 To 0384869999   0399530000 To 0399639999
0385020200 To 0386716999        

We anticipate that the majority of services will be restored by 25 November 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). Heavy rainfall is referred to in the BOM Severe Weather Warning issued for 6 November 2018 initially at 11:04 am Tuesday, 6 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 8 November 2018 to 25 November 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 08112018-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.