Customer Service Advice from Optus

Extreme Weather events impact service in North Central, North East, East Gippsland and Northern Country Districts of Victoria and Snowy Mountains and part of the South Coast District of New South Wales.

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 North Central, North East, East Gippsland and Northern Country Districts of Victoria and Snowy Mountains and part of the South Coast District of New South Wales on or about Friday 5 December 2014 through to Saturday 6 December 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. As a result, there has been some disruption to service and delays to normal installation and repair activities. Optus apologises to any affected customers.

Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall, large hailstones and damaging wind are referred to in the BOM Severe Weather Warning issued for 5 December 2014 initially at 1:06 pm Friday, 5 December 2014; all of which were widely reported in the news media after the events.

Optus has identified that the effect of these circumstances may apply to approximately 390 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 21 December 2014. This date is indicative only, however, and may be subject to change once the full impact of the extreme weather conditions has been assessed. Optus regrets any inconvenience caused to customers and thanks them for their patience while this work is being undertaken.

Optus services encompassed in this exemption are in the area bounded by and including, but not limited to, the area starting at Wallaga Lake Heights following the NSW coastline south past Eden crossing the border into Victoria past Cape Howe to Petmans Beach. From Petmans Beach the area heads northwest to Cobungra, west to the Mt Buller Alpine Village then southwest to Jericho. The area turns northwest past Wallan, Romsey and Pastoria to Faraday then northeast past Murchison, Kialla, Dookie, Yarrawonga crossing the Vic/NSW border and continuing on northeast to Rand. From Rand the area heads east to Batlow, southeast past Jerangle to Bodalla then south back Wallaga Lake Heights. All suburbs and towns, including 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:

0259090000 To 0259090999	0351508000 To 0351629999
0260200000 To 0260779999	0351640000 To 0351644999
0260870000 To 0260879999	0351787000 To 0351791999
0264270000 To 0264272999	0354216000 To 0354335999
0264480000 To 0264599999	0354635000 To 0354635999
0264910000 To 0264999999	0354900000 To 0354908999
0269400000 To 0269485999	0357200000 To 0357369999
0269822000 To 0269826999	0357492000 To 0357495999
0344001000 To 0344001999	0357501000 To 0357999999
0344002000 To 0344004999	0358261000 To 0358267999
0344007000 To 0344007999	0359575000 To 0359637999
0344330000 To 0344331999

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 8 December 2014 to 21 December 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 08122014-VIC-S-C-P-CENTRAL VIC AND GIPPSLAND AND SNOWY MOUNTAINS_RUL.

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.