MSD - 06012020 SA SBP KANGAROO ISLAND RN

Delay due to fires on Kangaroo Island of South Australia.

The region of Kangaroo Island of South Australia has been impacted by bushfires from December 2019 and are ongoing as at January 2020. These events have resulted in extensive damage to telecommunications network. In some cases, unsafe conditions and road closures are preventing us from reaching these locations at present but we will attend as soon as these areas are deemed safe.

As a result, an interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 30 of Optus services affected by this exemption are those in the area which is encompassed by Kangaroo Island.

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: 

0885412400 to 0885412699 | 0885514000 to 0885599999 

We anticipate that the majority of services will be restored by 23 February 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?

Information about the extent of the fire and current warnings can be sourced from the SA Country Fire Service internet site https://www.cfs.sa.gov.au. This information was also widely reported in the news media after the events.

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 6 January 2020 to 23 February 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 06012020-SA-S-B-P-KANGAROO ISLAND_RN

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.