CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to extreme weather events in the Pilbara and Kimberley Districts and part of the Gascoyne District of Western Australia.

The Pilbara and Kimberley Districts and part of the Gascoyne District of Western Australia were impacted by extreme weather caused by Tropical Cyclone Damien on or about Thursday 6 February 2020 through to Monday 10 February 2020.

As a result, an interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 60 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Onslow and following the WA coastline northeast past Karratha and Broome to the WA/NT border and turns south and continues following the border to Lake Mackay. The area heads southwest past Warburton to Cue then northwest back to Onslow. 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: 

0891268000 to 0891988999 | 0899567000 to 0899567599 | 0899801000 to 0899839999

We anticipate that the majority of services will be restored by 15 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 extreme weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall and destructive winds are referred to in the BOM Severe Weather Warning issued for 6 February 2020 initially at 3:01 pm WST on Thursday 6 February 2020, reference number IDW24100; 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 10 February 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 10022020-WA-S-C-P-TROPICAL CYCLONE DAMIEN_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.