MSD - 02012020 VIC SBP VICTORIAN BUSHFIRES RUNL EXT1

Delay due to fire in East Gippsland and parts of West and South Gippsland and North East Districts of Victoria, and the South Coast, Snowy Mountains and South West Slopes Districts of New South Wales.

As previously notified by Optus on Wednesday 8 January 2020, Optus normal operations in East Gippsland and parts of West and South Gippsland and North East Districts of Victoria, and the South Coast, Snowy Mountains and South West Slopes Districts of New South Wales were affected by bushfires between November 2019 are January 2020. Due to the extent of damage to the network, the impact in the affected region has been greater than initially estimated, and in some cases, unsafe conditions and road closures are continuing to prevent us from restoration in affected locations. As a consequence of these events, the expected recovery date has now been extended to 1 March 2020.

The effect of these circumstances applies to an additional 75 services, bringing the total number of services impacted to approximately 300 services. This number may increase as Optus assesses the full effect of these bushfires. Based on current information, the resumption date of normal service operations is expected to be 1 March 2020. This date is indicative only; Optus customers should anticipate that some further delays may occur.

Optus services in two regions across Victoria and NSW are affected by these bushfires where the first area includes parts of the North East District of Victoria starting at Buckland and turns south to Wonnagatta, west to Merrijig and north to Myrrhee. At Myrrhee the area turns northeast to Whorouly South, southeast to Eurobin, then south back to Buckland. 

The second area affected includes East Gippsland and parts of West and South Gippsland and North East Districts of Victoria, and the South Coast, Snowy Mountains and South West Slopes Districts of New South Wales starting at Pambula Beach in NSW. The area then turns south following the coast line crossing the NSW/VIC border past Mallacoota to Lake Tyers. At Lake Tyers the area turns northeast to Tambo Upper, south to Metung then southwest to Bengworden and north past Lindenow South to Tabberabbera. At Tabberabbera, the area turns southwest past Glenaladale to Briagolong. At Briagolong, the area turns northwest to Howitt Plains, northeast past Dinner Plain to Dartmouth then northeast to Berringama, northwest to Thologolong, then northeast crossing the VIC/NSW border to Lankeys Creek and east to Mannus. At Mannus, the area turns northwest to Tarcutta, northeast to Brungle, southeast to Argalong, and southeast past Yarrangobilly. to Anglers Reach, then southwest to Charlottes Pass and east to Jindabyne. At Jindabyne the area turns southeast to Delegate, northeast past Bombala to Wolumla then southeast returning to Pambula Beach. All suburbs and 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: 

0259090000 to 0259090999 | 0264490000 to 0264596999 | 0357209000 to 0357326999

0260292400 to 0260379999 | 0264910000 to 0264997999 | 0357492000 to 0357495999

0260458000 to 0260458999 | 0269400000 to 0269495999 | 0357542000 to 0357593299

0260500000 to 0260508999 | 0269810000 to 0269828999 | 0357716000 to 0357716999

0260700000 to 0260779999 | 0351401000 to 0351629999 | 0357910000 to 0357919999

0260870000 to 0260879999 | 0351640000 to 0351644999 | 0357983000 to 0357983999

0264270000 to 0264272999 | 0351780000 to 0351799999

We anticipate that the majority of services will be restored by 1 March 2020. 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?

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 20 December 2019 to 1 March 2020 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 02012020-VIC-S-B-P-VICTORIAN BUSHFIRES_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.