MSD - 09032020 VIC SCP MELBOURNE AND SURROUNDING AREA RUNL

Delay due to severe weather in Metropolitan Melbourne and parts of the surrounding Central, North East and North Central Districts of Victoria.

Metropolitan Melbourne and parts of the surrounding Central, North East and North Central Districts of Victoria were impacted by severe weather on or about Wednesday 4 March 2020 through to Thursday 5 March 2020. This event resulted in extensive damage to the telecommunications network.

An interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 3,000 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Point Wilson heading northwest to Staughton Vale, northeast to Carlsruhe, and north to Redesdale then east to Mia Mia. From Mia Mia the area turns northeast to Toolleen, east to Bailieston, and northeast to Boweya North then southeast to Milawa. The area heads south to Whitfield, southeast to Hotham Heights, southwest to Licola, and west to Woods Point then southwest to Labertouche. From Labertouche the area turns south to Ripplebrook, southwest past Lang Lang to Western Port Bay and then following the coastline westerly past Sorrento, Frankston, Melbourne and Werribee South back to Point Wilson. 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: 

0343000000 to 0343010999 | 0356182000 to 0356182999 | 0382900000 to 0384209999

0343020000 to 0343028999 | 0356249000 to 0356298999 | 0384310000 to 0384369999

0343430000 to 0343438999 | 0357257200 to 0357369999 | 0384580000 to 0384869999

0343677000 to 0343679999 | 0357492000 to 0357495999 | 0385022000 to 0388122999

0344001000 to 0344004999 | 0357562600 to 0357999999 | 0388223000 to 0388223999

0344007000 to 0344007999 | 0358261000 to 0358267999 | 0388228000 to 0388789999

0344330000 to 0344331999 | 0359098000 to 0359098999 | 0388920000 to 0388925999

0353400000 to 0353400999 | 0359100000 to 0359100999 | 0390410000 to 0390429999

0353470000 to 0353470999 | 0359121000 to 0359129999 | 0390760000 to 0390789999

0353608200 to 0353695199 | 0359160000 to 0359182999 | 0390907000 to 0390907999

0354206000 to 0354334999 | 0359184000 to 0359184000 | 0391060000 to 0391079999

0354635000 to 0354635999 | 0359310000 to 0359316999 | 0391735000 to 0391738999

0354656000 to 0354656999 | 0359420000 to 0359994999 | 0392001000 to 0399413899

0354670000 to 0354670999 | 0380860000 to 0380899999 | 0399530000 to 0399639999

0354833000 to 0354834999 | 0381870000 to 0381909999 | 0399742400 to 0399747999

0354900000 to 0354908999 | 0382880000 to 0382889999

We anticipate that the majority of services will be restored by 13 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 these severe weather events can be sourced from Weatherzone at www.weatherzone.com.au. Heavy rainfall, flash flooding and damaging winds are referred to within this site for Wednesday 4 March 2020 through to Thursday 5 March 2020; 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 9 March 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 09032020-VIC-S-C-P-MELBOURNE AND SURROUNDING AREA_RUNL

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.