MSD - 26022020 WA SCP PERTH AND SURROUNDING DISTRICT RUN

Delay due to staff redeployment in Perth and surrounding Lower West District of Western Australia.

The Sydney Metropolitan, Hunter, Illawarra, Mid North Coast, Northern Rivers, Northern Tablelands and South Coast Districts of New South Wales were impacted by extreme weather on or about Friday 7 February 2020 through to Monday 10 February 2020. This event resulted in extensive damage to the network. Due to the extent and severity of these ongoing extreme weather events, Optus is redeploying a large number of staff from across Australia to the affected regions.

The effect of these circumstances has meant that there are delays to normal installation and repair activities in Perth and the surrounding Lower West District of Western Australia, as staff from this region are redeployed.

As many as 1,500 Optus services may be affected by these circumstances in the area bounded by and including, but not limited to, the area starting at Lancelin Beach on the WA coast heading southeast past Cowalla to Boonanarring, east to Bindoon Training Area then south to Monndyne. From Moondyne the area turns southeast to Bakers Hill, south to Woottating, southeast to Mount Observation, and southwest to Ashendon then south to Inglehope. The area heads southwest to Harvey, west to the coastline and follows the coastline north past Mandurah and Perth back to Lancelin Beach. All suburbs and towns including Metropolitan Perth, 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: 

0861507000 to 0861509999 | 0863500000 to 0863509999 | 0895123000 to 0895123999

0861530000 to 0861536999 | 0863611000 to 0863611999 | 0895180000 to 0895182999

0861610000 to 0861629999 | 0863800000 to 0863899999 | 0895190000 to 0895999999

0861746000 to 0861749999 | 0864001000 to 0864019999 | 0896500000 to 0896556999

0861900000 to 0861919999 | 0864060000 to 0864069999 | 0897211700 to 0897211700

0861924000 to 0861924999 | 0864360000 to 0864369999 | 0897303000 to 0897303999

0861960000 to 0861969999 | 0864550000 to 0864989999 | 0897322100 to 0897399999

0861990000 to 0861999999 | 0865950000 to 0865959999 | 0897700000 to 0897708999

0862100000 to 0862799999 | 0892010000 to 0895018999 | 0897826000 to 0897829999

0862930000 to 0863329999 | 0895117000 to 0895117999

We anticipate that the majority of services will be restored by 5 April 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 the severe weather events, which included torrential rainfall and damaging 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 Friday 7 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 26 February 2020 to 5 April 2020 inclusive for any delays in fixing or connecting services, and the keeping of appointments relating to these activities.

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 26022020-WA-S-C-P-PERTH AND SURROUNDING DISTRICT_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.