MSD - 31012020 AUS ECP National delivery NU

Delay of delivery of certain hardware required for telephone service connection and fault rectification of existing connections, due to problems with the IT system of Optus delivery contractor.

On Friday 31 January 2020, Optus delivery contractor notified Optus of IT system issues it was experiencing, initiated by a cyber-attack, which have temporarily prevented it from making deliveries nationally.

These issues are beyond Optus control and have delayed the delivery of some Optus hardware required to complete telephone service connections for orders already in progress and fault rectification of existing connections. Up to 2500 orders may be affected by this delay.

The delay will impact all Australian metropolitan areas and regions in which certain hardware is required to connect an ordered telephone service and to rectify faults in existing connections. There are no unique number ranges associated with the affected service connections.

Optus will defer delivery of new orders and re-schedule delivery of hardware for affected orders until our delivery contractor resolves its problem.

We anticipate that affected customers will receive most ordered hardware by 10 March 2020, subject to the contractor resolving its problems.

We apologise for any inconvenience this delay may cause but we can assure you that we are working as closely as possible with the contractor to minimise the impact and resume deliveries as soon as possible.

Because this problem is beyond our control, Optus is claiming an exemption under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, including an exemption from the payment of compensation or damages for any equipment delivery delays that result in a delay to a telephone service connection or rectification during the period 31 January 2020 to 10 March 2020.

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 31012020-AUS-E-C-P-National delivery_NU.

You can view a copy of this notice on our Internet site www.optus.com.au/msd.

If, after calling Optus, you remain unsatisfied with our response to your query, you have the option of raising the matter with the Telecommunications Industry Ombudsman (TIO).  Information about the TIO and contact details are available on the Internet (www.tio.com.au) and in the White Pages® telephone directory.