Central And Eastern Victoria And Southeast NSW - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Northern Country and parts of Central and North Central Districts of Victoria and parts of Riverina District of New South Wales.

As previously notified by Optus on Friday 16 January 2015, Optus’s normal operations in the Northern Country and parts of Central and North Central Districts of Victoria and parts of Riverina District of New South Wales were affected by a series of extreme weather events on or about Wednesday 7 January 2015 through to Saturday 10 January 2015. The telecommunications network in these areas has experienced high levels of damage that resulted in delays to installation and repair activities on a significant number of Optus services. Due to the extent of damage to the Optus 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 22 February 2015.

Optus has identified that the effect of these circumstances applies to an additional 141 services bringing the total number of services impacted to approximately 1,011 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 22 February 2015. This date is indicative only; Optus customers should anticipate that some further delays may occur.

Optus regrets any inconvenience caused to customers and thanks them for their patience while this work is being undertaken.

Optus services encompassed in this exemption are in the area bounded by and including, but not limited to, the area starting at Jerilderie in New South Wales, heading southeast to Rand, then turns south crossing the Victorian border to Chiltern. The area turns southwest past Violet Town, and Heathcote to Sutton Grange. The area then heads southeast to Woodend and southwest to Blackwood. The area then heads northeast to Warrak, north to Donald, northeast crossing the Victorian - New South Wales border past Deniliquin, and back to Jerilderie. All suburbs and towns serviced by Optus within these boundaries are encompassed in this exemption.

Services in the area mentioned above with phone numbers in the following number ranges may have been affected:

0260300000 To 0260445999 0357268000 To 0357268999
0343000000 To 0343009999 0357420000 To 0357487999
0343011000 To 0343011999 0357493000 To 0357495999
0343430000 To 0343438999 0357644000 To 0357653999
0344001000 To 0344008999 0357910000 To 0357919999
0344330000 To 0344331999 0357983000 To 0357983999
0353216000 To 0353216999 0358144000 To 0358144999
0353400000 To 0353400999 0358200000 To 0358339999
0353436000 To 0353489999 0358510000 To 0358885999
0354210000 To 0354962999      

As these circumstances were outside of Optus’s control, Optus is claiming an extension to time frames applying under the Telecommunications (Customer Service Guarantee) Standard 2011. This means that Optus is notifying customers that normal service time frames may not be met during the period of 9 January 2015 to 22 February 2015 inclusive (based on Optus’s estimated recovery schedule correct at the time of publication of this notice).

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 09012015-VIC-S-C-P-CENTRAL AND EASTERN VICTORIA AND SOUTHEAST NSW_RUL_EXT

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.

® telephone directory.