MSD - Melbourne and Surrounding Districts - Extension 1 - 10 December 2018

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in parts of the Central and North Central Districts of Victoria.

As previously notified by Optus on Tuesday 27 November 2018, parts of the Central and North Central Districts of Victoria were impacted by severe weather on or about Thursday 22 November 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 23 December 2018.

The effect of these circumstances applies to an additional 1,455 services bringing the total number of services impacted to approximately 3,705 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 23 December 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 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'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 damaging winds 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 22 November 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 26 November 2018 to 23 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_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.