Customer Service Advice from Optus

Extreme Weather events impact service in Perth, Lower West, Central Wheat Belt Districts and parts of the Great Southern District of Western Australia.

As previously advised on Wednesday 22nd October 2014, Optus is working to manage the significant impact to Optus services that has occurred as a result of a series of extreme weather events in the Perth, Lower West, Central Wheat Belt regions and parts of the Great Southern region of Western Australia on or about Saturday 18 October 2014 through to Sunday 19 October 2014. Due to the effect of damage to the telecommunications network by severe thunderstorms, there has been a significant increase in the number of Optus services being reported as faulty. The impact in the affected region has been reassessed, and the expected recovery date has now been extended to 5th November 2014.

Optus apologises to any affected customers.

Optus has identified that the effect of these circumstances may continue to apply to approximately 1650 services. Some of these services may not be installed or repaired within Optus's standard time frames. The number of possibly affected services may increase or decrease as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of Optus's normal service operations is expected to be 5 November 2014. This date is indicative only, however, some further delays may occur.

Optus services encompassed in this exemption are in the area bounded by and including, but not limited to, the area starting at Two Rocks on the WA coast heading northeast to Maya then east to the Goodlands Nature Reserve. The area turns southeast past Bonnie Rock to Koolyanobbing, south to Marvel Loch then southwest to King Rocks. From King Rocks the area heads southeast past Holt Rock to Varley then southwest to Pingrup. From Pingrup the area turns northwest past Kukerin to Bulyee, west to Brookton then northwest to The Lakes. The area turns south to Collie, northwest past Harvey to Preston Beach and following the coastline past Mandurah, Fremantle and Perth back to Two Rocks. All suburbs and towns including metropolitan Perth, off shore islands and coastal areas serviced by Optus within these boundaries are encompassed in this exemption.

Services in the area mentioned above with phone numbers in the following number ranges may have been affected:

As these circumstances were outside of Optus's control, Optus is claiming an exemption from compliance with time frames and performance standards required under the Telecommunications (Customer Service Guarantee) Standard 2011. Therefore Optus is notifying customers that normal installation and repair time frames may not be met during the period from 20 October 2014 to 5 November 2014 inclusive (based on Optus's estimated recovery schedule correct at the time of publication of this notice) and, under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, Optus will be exempt from complying with performance standards during this period.

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 20102014-WA-S-C-P-PERTH AND SURROUNDING DISTRICTS_RU

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.