MSD - 29102021-VIC-E-C-P-MELBOURNE AND SURROUNDING DISTRICTS_RUNL

Customer Service Advice from Optus

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

The Central, South West, Wimmera, North Central, Northern Country, North East, West and South Gippsland and East Gippsland Districts of Victoria were impacted by severe weather on or about Thursday 28 October 2021 through to Friday 29 October 2021.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 1,500 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, Sorrento, Melbourne, Geelong, Warnambool and Portland to the VIC/SA border. The area continues following the VIC/SA border north to the Red Bluff Nature Conservation Reserve, turns northeast past Tempy to Chinkapook, southeast to Terrick Terrick East, and south to Milloo then southeast to Toolleen. From Toolleen the area turns 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, including metropolitan Melbourne, 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 | 0355200000 to 0355299999 | 0359310000 to 0359994999

0343000000 to 0343011999 | 0355410000 to 0355410999 | 0380860000 to 0380899999

0343020000 to 0343028999 | 0355452000 to 0355453999 | 0380996000 to 0380999999

0343098000 to 0343339999 | 0355510000 to 0355998999 | 0381870000 to 0381909999

0343430000 to 0343438999 | 0356127000 to 0356127999 | 0382880000 to 0382889999

0343677000 to 0343679999 | 0356180000 to 0356182999 | 0382900000 to 0384209999

0344001000 to 0344008999 | 0356210000 to 0356379999 | 0384310000 to 0384369999

0344323000 to 0344324999 | 0356540000 to 0356899999 | 0384580000 to 0384869999

0344330000 to 0344331999 | 0357257200 to 0357369999 | 0385020200 to 0386716999

0344650000 to 0344650999 | 0357492000 to 0357493999 | 0386951000 to 0388122999

0350486000 to 0350486999 | 0357495000 to 0357495999 | 0388223000 to 0388223999

0350701000 to 0350854999 | 0357562600 to 0357999999 | 0388228000 to 0388789999

0351200000 to 0351994999 | 0358144000 to 0358144999 | 0388920000 to 0388925999

0352185000 to 0352185999 | 0358222200 to 0358267999 | 0390090000 to 0390092699

0352200000 to 0352899999 | 0358584000 to 0358585999 | 0390410000 to 0390429999

0352980000 to 0352992999 | 0359098000 to 0359098999 | 0390760000 to 0390789999

0353200000 to 0353699999 | 0359100000 to 0359100999 | 0390907000 to 0390907999

0353781000 to 0353781999 | 0359121000 to 0359129999 | 0391074000 to 0391079999

0353800000 to 0353997999 | 0359160000 to 0359182999 | 0392002300 to 0399413899

0354206000 to 0354999999 | 0359184000 to 0359194999 | 0399530000 to 0399749999

We anticipate that the majority of services will be restored by 5 December 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 severe weather events can be sourced from the Bureau of Meteorology (BOM). Damaging winds are referred to in the BOM Severe Weather Warning issued for 28 October 2021 initially at 10:53 am Thursday, 28 October 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 29 October 2021 to 5 December 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 29102021-VIC-E-C-P-MELBOURNE AND SURROUNDING DISTRICTS_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