MSD - 17122018 - VIC SCP MELBOURNE AND SURROUNDING DISTRICTS RUNL EXT1
CUSTOMER SERVICE ADVICE FROM OPTUS
Delay due to severe weather events in Melbourne Metropolitan and parts of the Central and North Central Districts of Victoria.
As previously notified by Optus on 24 December 2018, the Melbourne Metropolitan and parts of the Central and North Central Districts of Victoria were impacted by severe weather on or about Friday 14 December 2018. This event resulted in extensive damage to the 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 10 February 2019.
The effect of these circumstances applies to an additional 3000 services bringing the total number of services impacted to approximately 7800 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 10 February 2019. 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, St Kilda, Williamstown and Werribee South to Point Cook. From Point Cook the area heads west to Sutherlands Creek, northeast to Carlsruhe, and east to Lancefield then southeast to Upper Plenty. 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, 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:
|0342020000 To 0342029999||0359100000 To 0359100999|
|0343000000 To 0343010999||0359121000 To 0359129999|
|0343020000 To 0343028999||0359160000 To 0359182999|
|0343430000 To 0343438999||0359184000 To 0359194999|
|0343677000 To 0343679999||0359490000 To 0359866899|
|0344001000 To 0344004999||0380860000 To 0380899999|
|0344007000 To 0344007999||0380997000 To 0380999999|
|0344330000 To 0344331999||0381870000 To 0381909999|
|0352185000 To 0352185999||0382880000 To 0382889999|
|0352208000 To 0352279999||0382900000 To 0384209999|
|0352428000 To 0352429999||0384310000 To 0384369999|
|0352722900 To 0352849999||0384580000 To 0384869999|
|0352980000 To 0352989999||0385020200 To 0386716999|
|0352991000 To 0352992999||0386951000 To 0388122999|
|0353400000 To 0353400999||0388223000 To 0388223999|
|0353470000 To 0353470999||0388228000 To 0388789999|
|0353608200 To 0353695199||0388920000 To 0388925999|
|0354207000 To 0354288999||0390090000 To 0390092699|
|0354635000 To 0354635999||0390410000 To 0390429999|
|0354670000 To 0354670999||0390760000 To 0390789999|
|0354833000 To 0354834999||0390907000 To 0390907999|
|0354900000 To 0354908999||0391074000 To 0391079999|
|0357863000 To 0357865999||0392002300 To 0399413899|
|0359098000 To 0359098999||0399530000 To 0399749999|
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 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 Friday 14 December 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 17 December 2018 to 10 February 2019 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 17122018-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.