MSD - 09062021-VICTORIA METRO AND REGIONAL AREAS_RUNL

Customer Service Advice from Optus

Delay due to severe weather, including heavy rains and damaging winds has resulted in wide scale power outages and has damaged parts of the network in the Victoria Metro and Regional areas of Victoria.

The Victoria Metro and Regional areas of Victoria were impacted by severe weather on or about Wednesday 9 June 2021 through to Thursday 10 June 2021.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 68,600 Optus services are impacted in the Local Government Areas bounded by and including, but not limited to Banyule City, Boroondara City, Manningham City, Yarra City, Darebin City, Nillumbik Shire, Whittlesea City, Bass Coast Shire, Baw Baw Shire, Bayside City, Glen Eira City, Kingston City, Port Phillip City, Whitehorse City, Monash City, Stonnington City, Brimbank City, Hume City, Melton City, Moonee Valley City, Campaspe Shire, Cardinia Shire, Casey City, Yarra Ranges Shire, Greater Dandenong City, Knox City, Mornington Peninsula Shire, Moreland City, East Gippsland Shire, Greater Geelong City, Hepburn Shire, Maroondah City, Latrobe City, Macedon Ranges Shire, Maribyrnong City, Melbourne City, Mitchell Shire, Murrindindi Shire, South Gippsland Shire, Wellington Shire. All suburbs, towns, off shore islands and coastal areas 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

0280686258 to 0280686258 | 0358521113 to 0358634635 | 0390411161 to 0390090089

0293375506 to 0293375506 | 0359192012 to 0359647954 | 0391910183 to 0391939860

0341413634 to 0341066787 | 0361079518 to 0361079518 | 0392660572 to 0392660572

0342020019 to 0342022331 | 0370060009 to 0370063783 | 0393021326 to 0393436058

0344048602 to 0344052855 | 0380603480 to 0380608936 | 0394366956 to 0394020381

0347003864 to 0347007837 | 0381042963 to 0381871600 | 0395040049 to 0395721094

0350526832 to 0350526832 | 0382014110 to 0382882944 | 0396451803 to 0396995829

0351221177 to 0351876687 | 0383075287 to 0383499468 | 0397200101 to 0397336039

0352428894 to 0352983358 | 0384008991 to 0384188044 | 0398000161 to 0398847209

0353481313 to 0353773711 | 0385020301 to 0385559999 | 0399172312 to 0399390915

0354221481 to 0354296971 | 0387113028 to 0387403901 | 0744203539 to 0744203539

0356364602 to 0356787684 | 0388020656 to 0388381908 | 0876154003 to 0876154003

0357636602 to 0357834924 | 0389004922 to 0389005142 | 0897680867 to 0897680867

We anticipate that the majority of services will be restored by 4^th July 2021. 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 extreme weather events can be sourced from the Bureau of Meteorology (BOM). Severe weather, including heavy rains and damaging winds are referred to in the BOM Severe Weather Warning issued for 9 June 2021 initially at 8:48 am Wednesday, 9 June 2021, reference number IDV21037; 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 June 2021 to 4 July 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 09062021-VICTORIA METRO AND REGIONAL AREAS_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.