MSD - 14122018 - VIC SCP Northern Victoria and Riverina RUNL EXT1

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in North East District and parts of the North Central and Northern Country Districts of Victoria and parts of the Riverina District of New South Wales.

As previously notified by Optus on 19 December 2018, the North East District and parts of the North Central and Northern Country Districts of Victoria, and parts of the Riverina District of New South Wales, were impacted by severe weather on or about Thursday 13 December 2018 through to Saturday 15 December 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 28 January 2019.

The effect of these circumstances applies to an additional 150 services bringing the total number of services impacted to approximately 555 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 28 January 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 Dartmouth heading south to Anglers Rest, southwest to Woods Point, west to Narbethong, northwest to Carlsruhe then north to Elmore. From Elmore the area heads northwest past Gunbower to the VIC/NSW border and turns northeast to Tantonan, east to Bullatale, then northeast to Urana. The area turns southeast past Bidgeemia and Morven, crossing the VIC/NSW border to Walwa then southwest back to Dartmouth. 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:

0260202000 To 0260819999   0354800000 To 0354959999
0260870000 To 0260879999   0357200000 To 0357999999
0344001000 To 0344004999   0358144000 To 0358144999
0344007000 To 0344007999   0358240000 To 0358338999
0344330000 To 0344331999   0358490000 To 0358490999
0354216000 To 0354336999   0358518000 To 0358885999
0354635000 To 0354635999   0359634400 To 0359637999
0354656000 To 0354656999        

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 can be sourced from the Early Warning Network at http://www.ewn.com.au/alerts/. Heavy rainfall and flash flooding are referred to within this site for Thursday 13 December 2018 through to Saturday 15 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 14 December 2018 to 28 January 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 14122018-VICS-C-P-NORTHERN VICTORIA AND RIVERINA_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.