MSD - 31012022-VIC-S-C-P-EAST AND WEST AND CENTRAL VICTORIA_RUNL

Delay due to severe weather events in the East Gippsland, West & South Gippsland, Northeast, Northern Country, North Central, Central, Southwest, Wimmera and Mallee Districts of Victoria and part of the Riverina District of New South Wales.

The East Gippsland, West & South Gippsland, Northeast, Northern Country, North Central, Central, Southwest, Wimmera and Mallee Districts of Victoria and part of the Riverina District of New South Wales were impacted by severe weather on or about Wednesday 26 January 2022 through to Sunday 30 January 2022.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 630 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 and Wilsons Promontory to Jam Jerrup then northeast to Powelltown. From Powelltown the area heads northwest to Toolangi, southwest to Panton Hill, west to Coimadai and southeast to Point Wilson. The area follows the coastline westerly past Geelong, Queenscliff, Apollo Bay, Warrnambool and Portland to the VIC/SA border and continues following the border north to the Red Bluff Nature Conservation Reserve. From the Red Bluff Nature Conservation Reserve the area turns northeast to Ninda, north to Robinvale, northeast crossing the VIC/NSW border to Waugorah, then southeast past Caldwell to Thyra. The area heads northeast to Urana southeast to Maragle then south to the NSW/VIC border and following the border 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:

0259090000 to 0259090999 | 0355410000 to 0355410999 | 0383800000 to 0383829999

0260200000 to 0260819999 | 0355452000 to 0355453999 | 0383890000 to 0383899999

0260870000 to 0260879999 | 0355510000 to 0355998999 | 0384053200 to 0384053299

0269400000 to 0269485999 | 0356127000 to 0356127999 | 0384073000 to 0384073999

0269822000 to 0269826999 | 0356180000 to 0356182999 | 0384180000 to 0384189999

0342020000 to 0342029999 | 0356210000 to 0356379999 | 0384324500 to 0384324999

0343000000 to 0343011999 | 0356540000 to 0356899999 | 0387467000 to 0387469999

0343020000 to 0343028999 | 0357200000 to 0357999999 | 0387590000 to 0387599999

0343098000 to 0343339999 | 0358144000 to 0358144999 | 0387722000 to 0387722999

0343430000 to 0343438999 | 0358200000 to 0358339999 | 0387740000 to 0387747999

0344001000 to 0344008999 | 0358490000 to 0358490999 | 0387749000 to 0387749999

0344322000 to 0344324999 | 0358510000 to 0358885999 | 0390410000 to 0390429999

0344330000 to 0344331999 | 0359098000 to 0359098999 | 0390770000 to 0390789999

0344650000 to 0344650999 | 0359100000 to 0359100999 | 0390907000 to 0390907999

0350200000 to 0350399999 | 0359121000 to 0359129999 | 0392161000 to 0392192999

0350486000 to 0350486999 | 0359160000 to 0359182999 | 0393030000 to 0393084999

0350701000 to 0350854999 | 0359184000 to 0359194999 | 0393330000 to 0393339999

0351200000 to 0351994999 | 0359402100 to 0359668499 | 0393891000 to 0393899999

0352185000 to 0352185999 | 0359800000 to 0359809999 | 0394015400 to 0394091999

0352200000 to 0352899999 | 0359974000 to 0359978999 | 0394380000 to 0394380499

0352980000 to 0352992999 | 0380860000 to 0380899999 | 0397100000 to 0397195999

0353200000 to 0353692999 | 0380997000 to 0380999999 | 0397402000 to 0397465999

0353781000 to 0353781999 | 0381870000 to 0381909999 | 0399172000 to 0399172999

0353800000 to 0353997999 | 0383383000 to 0383483999 | 0399390000 to 0399399999

0354206000 to 0354999999 | 0383519000 to 0383520999 | 0399711900 to 0399716999

0355200000 to 0355299999 | 0383587000 to 0383626999

We anticipate that the majority of services will be restored by 6 March 2022. 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). Heavy rainfall and damaging winds are referred to in the BOM Severe Weather Warning issued for 26 January 2022 initially at 2:12 pm Wednesday, 26 January 2022, reference number IDV21033; 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 31 January 2022 to 6 March 2022 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 31012022-VIC-S-C-P-EAST AND WEST 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.