MSD - 03022020 SA SCP ADELAIDE AND REGIONAL SA RUN

Delay due to severe weather events in Adelaide Metropolitan, Mount Lofty Ranges, Upper and Lower South East, Riverland, Murraylands, Yorke Peninsula, Mid North, Eastern Eyre and Lower Eyre Peninsula Districts of South Australia.

The Adelaide Metropolitan, Mount Lofty Ranges, Upper and Lower South East, Riverland, Murraylands, Yorke Peninsula, Mid North, Eastern Eyre and Lower Eyre Peninsula Districts of South Australia were impacted by severe weather on or about Friday 31 January 2020 through to Saturday 1 February 2020.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 840 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Greenly Beach, heading northeast to Cootra, north to Buckleboo then northeast to Port Paterson. From Port Paterson the area heads east to Hammond, southeast to Ucolta then east to the SA/VIC border. The area follows the border south where the SA/VIC border meets Bass Straight and following the coastline northwest past Robe, Victor Harbour, Adelaide, around Yorke Peninsula and continuing past Whyalla and Port Lincoln back to Greenly Beach. All suburbs and towns including metropolitan Adelaide, 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: 

0871202000 to 0871202999 | 0875071000 to 0875072999 | 0886760000 to 0886889999

0872100000 to 0872110999 | 0875090000 to 0875094999 | 0887210000 to 0887399399

0872250000 to 0872279999 | 0875580000 to 0875599999 | 0887420000 to 0887420999

0872800000 to 0872819999 | 0876090000 to 0876091999 | 0887500000 to 0887699999

0872857000 to 0872858999 | 0877232000 to 0877232999 | 0887738000 to 0887738999

0872870000 to 0872899999 | 0881000000 to 0881399999 | 0888210000 to 0888689999

0873270000 to 0873279999 | 0881500000 to 0884492399 | 0888722000 to 0888722999

0874800000 to 0874801999 | 0885200000 to 0885957399 | 0888900000 to 0888949999

0875058000 to 0875058999 | 0886202000 to 0886595999

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?

Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Damaging winds and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 31 January 2020 initially at 11:38 am Friday, 31 January 2020, reference number IDS21033; all of which were 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 3 February 2020 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 03022020-SA-S-C-P-ADELAIDE AND REGIONAL SA_RUN

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.