MSD - 02012020 VIC SBP VICTORIAN BUSHFIRES RUNL EXT3

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

As previously notified by Optus on Monday 3 February 2020 and Wednesday 5 February 2020, Optus normal operations in East Gippsland Districts of Victoria and parts of the South Coast and Snowy Mountains 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. As a consequence of these events, the expected recovery date has now been extended to 22 March 2020.

The effect of these circumstances has impacted approximately 315 services. Based on current information in respect to recovery works, the resumption date of normal service operations is expected to be 22 March 2020. This date is indicative only; Optus customers should anticipate that some further delays may occur.

Optus services in three regions across Victoria and NSW are affected by these bushfires where the first area includes parts of the East Gippsland District of Victoria starting at Marlo, the area travels southwest on the coastline to Lake Tyers, then turns northeast to Murrindal, northwest to Bindi, and northeast to Cobberas. At Cobberas, the area travels southeast past Tubbut to Club Terrace, and then turns southwest back to Marlo.

The remaining two areas affected include parts of the East Gippsland District of Victoria and the South Coast and Snowy Mountains Districts of New South Wales with the first area starting at Eden in NSW and travels south crossing the border of NSW/Victoria to Mallacoota. At Mallacoota, the area turns west to Cann River, northwest to Combienbar and north crossing the Victoria/NSW border to Delegate. At Delegate, the area turns northeast past Bombala to Candelo and turns southeast returning to Eden.

The second area starting at Tilba Tilba in NSW travels south to Bermagui, then turns west to Verona, northwest to Rock Flat and north to Chakola. At Chakola the area turns northeast to Peak View, then southeast passing Belowra to Tinpot before returning to Tilba Tilba. 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: 

0264270000 to 0264272999 | 0351540000 to 0351622999

0264498000 to 0264592999 | 0351640000 to 0351642999

0264932000 to 0264997999 | 0351780000 to 0351792999

We anticipate that the majority of services will be restored by 22 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 22 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_EXT3

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.