MSD - 06052020 AUS E-C-P National delivery_NU

Delay of delivery of certain hardware required for telephone service connection and fault rectification of existing connections, due to problems with the IT system of Optus’ delivery contractor.

On or around Wednesday 6 May, Optus’ delivery contractor notified Optus of IT system issues it was experiencing, initiated by a cyber-attack, which have temporarily prevented it from making deliveries nationally. 

These issues are beyond Optus’ control and have delayed the delivery of some Optus hardware required to complete telephone service connections for orders already in progress and fault rectification of existing connections. Up to 2500 telephone orders may be affected by this delay. 

The delay will impact all Australian metropolitan areas and regions in which certain hardware is required to connect an ordered telephone service and to rectify faults in existing connections. 

We anticipate that affected customers will receive most ordered hardware by 25 May 2020, subject to the contractor resolving its problems. To reduce delay times Optus is using a secondary delivery provider to assist with the backlog of equipment as well as offering forms of interim services to affected customers.

We apologise for any inconvenience this delay may cause but we can assure you that we are working as closely as possible with the contractor as well as secondary providers to minimise the impact and resume normal deliveries as soon as possible.

Telephone services within the below number ranges may have been affected: 

0240091737 To 0249753151 | 0350229328 To 0359865335 | 0740302678 To 0749755023

0253106286 To 0259104610 | 0361094644 To 0364990078 | 0753378494 To 0756796964

0260458307 To 0269424738 | 0370061888 To 0370063974 | 0861073129 To 0868120230

0278058285 To 0289700724 | 0380860701 To 0388382013 | 0870016610 To 0876091339

0290902798 To 0299996696 | 0390127151 To 0399399762 | 0881320534 To 0889008376

0342020636 To 0344007190 | 0730483549 To 0739042197 | 0889008376 To 0899381251

Because this problem is beyond our control, Optus is claiming an exemption under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, including an exemption from the payment of compensation or damages for any equipment delivery delays that result in a delay to a telephone service connection or rectification during the period 06 May 2020 to 24 May 2020

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 06052020-AUS-E-C-P-National delivery_NU.

You can view a copy of this notice on our Internet site www.optus.com.au/msd.

If, after calling Optus, you remain unsatisfied with our response to your query, you have the option of raising the matter with the Telecommunications Industry Ombudsman (TIO).  Information about the TIO and contact details are available on the Internet (www.tio.com.au) and in the White Pages® telephone directory.