MSD - 10062021-VIC-S-C-P-GIPPSLAND AND CENTRAL VICTORIA_RUNL

Customer Service Advice from Optus

Delay due to extreme weather events in East Gippsland, West and South Gippsland Districts and parts of the Central, South West, North Central, Northern Country and North East Districts of Victoria.

The East Gippsland, West and South Gippsland Districts and parts of the Central, South West, North Central, Northern Country and North East Districts of Victoria were impacted by extreme weather on or about Tuesday 8 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 840 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Cape Howe on the VIC/NSW border following the coastline south-westerly past Lakes Entrance, Wilsons Promontory and Jam Jerrup to Yaringa Boat Harbour then northwest past Carrum Downs to Oakleigh. From Oakleigh the area heads north to Greensborough, northwest to Toolern Vale, southwest past Balliang to Sutherlands Creek, and west to Duverney then northwest to Yalla-Y-Poora. The area turns north to Warrak, northeast to Buckrabanyule, southeast to Korong Vale then northeast to Patho. From Patho the area heads southeast to Toolleen, northeast to Killawarra, south to Glenrowan, southeast to Abbeyard then east to Dinner Plain. The area turns northeast to Tom Groggin, east to the VIC/NSW border and follows the border easterly back to Cape Howe. 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:

0342020000 to 0342029999 | 0388700000 to 0388789999 | 0394300000 to 0394442999

0343000000 to 0343011999 | 0388920000 to 0388924999 | 0394907700 to 0394907799

0343020000 to 0343028999 | 0390090000 to 0390092699 | 0395111000 to 0395189999

0343135000 to 0343339999 | 0390410000 to 0390429999 | 0395350000 to 0395973999

0343339999 to 0385876099 | 0390770000 to 0390789999 | 0396319600 to 0396319699

0386323700 to 0386351399 | 0390907000 to 0390907999 | 0397000000 to 0398196299

0386648400 to 0386648799 | 0392013000 to 0392199999 | 0398303000 to 0399049999

0387072000 to 0387279999 | 0392302300 to 0393089999 | 0399172000 to 0399172999

0387390000 to 0388122999 | 0393330000 to 0393367799 | 0399242100 to 0399326999

0388223000 to 0388223999 | 0393891000 to 0393899999 | 0399390000 to 0399399999

0388228000 to 0388513599 | 0394010000 to 0394099999 | 0399639000 to 0399716999

We anticipate that the majority of services will be restored by 18 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). Heavy rainfall, flash flooding and damaging winds are referred to in the BOM Severe Weather Warning issued for 8 June 2021 initially at 10:21 pm Tuesday, 8 June 2021, reference number ID21038; 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 10 June 2021 to 18 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 10062021-VIC-S-C-P-GIPPSLAND AND CENTRAL VICTORIA_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.