Regional South Australia - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Yorke Peninsula, Eastern Eyre Peninsula, Lower Eyre Peninsula, North West Pastoral, North East Pastoral, Flinders, Mid North, Riverland, Murraylands and Mount Lofty Ranges Districts Of South Australia.

As previously notified by Optus on Friday 16 January 2015, Optus’s normal operations in the Yorke Peninsula, Eastern Eyre Peninsula, Lower Eyre Peninsula, North West Pastoral, North East Pastoral, Flinders, Mid North, Riverland, Murraylands and Mount Lofty Ranges Districts of South Australia 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 have 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 1 March 2015.

Optus has identified that the effect of these circumstances applies to an additional 300 services bringing the total number of services impacted to approximately 570 services. This number may increase as Optus assesses the full affect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 1 March 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 Port Neill on the Spencer Gulf and following the coastline to Elliston then northeast past Wudinna to Buckleboo, then turns north to Mount Ive. The area then heads northwest past Lake Everard then north to the Stuart Hwy (A87) and following the Stuart Hwy northwest past Coober Pedy to Marla, west to Mintabie then north to where the Stuart Highway (A87) meets the Northern Territory border. The area then turns east and follows the SA/Northern Territory border past Poeppel Corner to Haddon Corner then turns south following the border to Pinnaroo. From Pinnaroo the area heads southeast to Kingston SE and follows the coastline to Goolwa, the area then heads north east to Palmer, northwest to St Kilda and following the coastline back to Port Neill. All suburbs and towns, off shore islands and coastal areas 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:

0872800000 To 0872809999 0883889000 To 0883889999
0872870000 To 0872879999 0885216000 To 0885432999
0875071000 To 0875072999 0885600000 To 0885959999
0875090000 To 0875094999 0886202000 To 0886895999
0875580000 To 0875599999 0888210000 To 0888689999
0876090000 To 0876091999 0888722000 To 0888722999
0876283000 To 0876283999 0888900000 To 0888949999
0881889000 To 0881889999      

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 1 March 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-SA-S-C-P-REGIONAL SOUTH AUSTRALIA_RU_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.