MSD - 02032021-WA-S-C-P-PERTH AND SURROUNDING DISTRICTS_RUN_EXT1

Delay due to severe weather in parts of the Central Wheat Belt, Great Southern and Lower West Districts of Western Australia.

As previously notified by Optus on Friday 12 March 2021, parts of the Central Wheat Belt, Great Southern and Lower West Districts of Western Australia were impacted by severe weather on or about Monday 1 March 2021 through to Thursday 4 March 2021. 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 18 April 2021.

The effect of these circumstances applies to an additional 30 services bringing the total number of services impacted to approximately 210 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 18 April 2021. 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 the North Karlgarin Nature Reserve heading southwest to Jilakin, south to Lake Grace then southeast to Needilup. From Needilup the area turns southwest to Tenterden, west to Mordalup, northwest to Quindanning then north to North Bannister. The area heads northeast to Adamsvale then southeast back to the North Karlgarin Nature Reserve. All suburbs and towns serviced by Optus within these boundaries are encompassed.

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:

0868120000 to 0868121999 | 0896420000 to 0896428999 | 0898489000 to 0898941999

0868206000 to 0868206999 | 0897360000 to 0897363999

0890627000 to 0890659999 | 0898200000 to 0898356099

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 damaging winds, large hailstones and heavy rainfall 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 Monday 1 March 2021 through to Thursday 4 March 2021. 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 2 March 2021 to 18 April 2021 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 02032021-WA-S-C-P-PERTH AND SURROUNDING DISTRICTS_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.