MSD - 10022020 WA SCP TROPICAL CYCLONE DAMIEN RUN EXT1

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

As previously notified by Optus on Thursday 18 February 2020, 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. This event resulted in extensive damage to the telecommunications 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 13 April 2020.

The effect of these circumstances applies to an additional 30 services bringing the total number of services impacted to approximately 90 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 13 April 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 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 | 0891988999 to 0899839999

0899567000 to 0899567599

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 extreme weather events, which included heavy rainfall and destructive winds 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 Thursday 6 February 2020 through to Monday 10 February 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 10 February 2020 to 13 April 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-PTROPICAL CYCLONE DAMIEN_RUN_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.