Inland Southern QLD and Northern NSW

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in parts of Darling Downs and Granite Belt and Maranoa and Warrego districts of Queensland and parts of North West Slopes & Plains district of New South Wales.

Optus is working to manage the significant impact to Optus services that has occurred as a result of a series of extreme weather events in parts of Darling Downs and Granite Belt and Maranoa and Warrego districts of Queensland and parts of North West Slopes & Plains district of New South Wales on or about Saturday 21 March 2015 through to Sunday 22 March 2015.

Due to the effect of damage to the telecommunications network by severe thunderstorms, there has been a significant increase in the number of Optus services being reported as faulty. As a result, there has been some disruption to service and delays to normal installation and repair activities.

Optus apologises to any affected customers.

Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Damaging wind, heavy rainfall and large hailstones are referred to in the BOM Severe Weather Warning issued for 21 March 2015 initially at 2:03 pm Saturday, 21 March 2015; all of which were widely reported in the news media after the events.

Optus has identified that the effect of these circumstances may apply to approximately 225 services. Some of these services may not be installed or repaired within Optus’s standard time frames. The number of possibly affected services may increase or decrease as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of Optus’s normal service operations is expected to be 19 April 2015. This date is indicative only, however, and may be subject to change once the full impact of the extreme weather conditions has been assessed.

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 Robinson Gorge in Queensland heading southeast past Taroom to Jandowae. The area then turns south to Milmerran, northeast to Cambooya and southeast to Aratula. From Aratula the area turns south, crossing into New South Wales to Woodenbong, then southwest to Tenterfield, west past Yetman to Weemelah. The area then crosses back across the Queensland border heading north to Coomrith and then northwest to Bargunyah. From here the area heads north past Womalilla to Mt Moffat and then east back to Robinson Gorge. 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:

0257132000 To 0257135999 0745280000 To 0745282999
0257944000 To 0257945999 0745396000 To 0745396999
0267050000 To 0267059999 0745408000 To 0745409999
0267247000 To 0267297999 0745580000 To 0745792999
0267500000 To 0267599999 0745942000 To 0745944999
0267804000 To 0267999999 0746191000 To 0746299999
0745275000 To 0745275999 0746509000 To 0746950999

As these circumstances were outside of Optus’s control, Optus is claiming an exemption from compliance with time frames and performance standards required under the Telecommunications (Customer Service Guarantee) Standard 2011. Therefore Optus is notifying customers that normal installation and repair time frames may not be met during the period from 23 March 2015 to 19 April 2015 inclusive (based on Optus’s estimated recovery schedule correct at the time of publication of this notice) and, under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, Optus will be exempt from complying with performance standards during this period.

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 23032015-QLD-E-C-P-INLAND SOUTHERN QLD AND NORTHERN NSW_RUL 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.