MSD - 20012020 VIC SCP MELBOURNE AND SURROUNDING AREA RUNL EXT1

Delay due to severe weather events in Metropolitan Melbourne and parts of the surrounding Central and North Central Districts of Victoria.

As previously notified by Optus on Friday 24 January 2020, the Metropolitan Melbourne and parts of the surrounding Central and North Central Districts of Victoria were impacted by severe weather on or about Sunday 19 January 2020. This event resulted in extensive damage to the network. Due to the extent of damage to the network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 15 March 2020.

The effect of these circumstances applies to an additional 1,050 services bringing the total number of services impacted to approximately 3,135 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 15 March 2020. This date is indicative only; Optus customers should anticipate that some further delays may occur.

Optus services encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at Jam Jerrup, following the Western Port Coastline anticlockwise past Hastings to Flinders, then following the Mornington Peninsula coastline clockwise to Point Nepean, then continue to follow the coastline of Port Phillip Bay in an anticlockwise direction past Sorrento, Mornington, Frankston, Sandringham, Williamstown to Pt Wilson. From Pt Wilson the area heads northwest past Staughton Vale to Durdidwarrah, northeast past Myrniong, Tylden, Mia Mia, Knowsley to Toolamba. At Toolamba the area turns east to Tamleugh North, northeast past Major Plains to Boweya North, southeast past Killawarra, Wangaratta South, Cheshunt South, Abbeyard then southwest past Howitt Plains, Matlock, Labertouche to Longwarry. At Longwarry, the area turns south to Ripplebrook and southwest back to Jam Jerrup. 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: 

0343000000 to 0343010999 | 0357492000 to 0357495999 | 0387113000 to 0387274999

0343020000 to 0343028999 | 0357666000 to 0357999999 | 0357999999 to 0387422899

0343430000 to 0343438999 | 0358267000 to 0358267999 | 0387544500 to 0387728999

0343677000 to 0343679999 | 0359098000 to 0359098999 | 0387740000 to 0387747999

0344001000 to 0344004999 | 0359100000 to 0359100999 | 0387749000 to 0387749999

0344007000 to 0344007999 | 0359121000 to 0359129999 | 0387870200 to 0388099999

0344330000 to 0344331999 | 0359160000 to 0359182999 | 0388223000 to 0388223999

0353400000 to 0353400999 | 0359184000 to 0359194999 | 0388230000 to 0388789999

0353470000 to 0353470999 | 0359420000 to 0359792099 | 0390410000 to 0390429999

0353608200 to 0353695199 | 0359905000 to 0359994999 | 0390760000 to 0390789999

0354206000 to 0354334999 | 0380860000 to 0380899999 | 0390907000 to 0390907999

0354635000 to 0354635999 | 0381870000 to 0381909999 | 0391060000 to 0391073999

0354656000 to 0354656999 | 0382880000 to 0382889999 | 0391735000 to 0391738999

0354670000 to 0354670999 | 0382900000 to 0382908999 | 0392001000 to 0397799899

0354900000 to 0354908999 | 0383010000 to 0384209699 | 0397908000 to 0399349999

0356182000 to 0356182000 | 0356182000 to 0384329999 | 0399390000 to 0399399999

0356249000 to 0356298999 | 0384670000 to 0384868999 | 0399530000 to 0399638999

0357276000 to 0357369999 | 0385022000 to 0386999999

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 as to the nature of the severe weather events, which included damaging winds and heavy rainfall which occurred in the affected regions can be sourced from the Bureau of Meteorology (BOM). The BOM issued Severe Weather Warnings regarding these events commencing from on or about Sunday 19 January 2020. Additionally these unusually severe weather events have been widely reported by most of the news media.

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 January 2020 to 15 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 20012020-VICS-C-P-MELBOURNE AND SURROUNDING AREA_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.