Melbourne and Greater Eastern Melbourne

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in parts of Central District of Victoria.

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 Central District of Victoria on or about Saturday 28 February 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 is referred to in the BOM Severe Weather Warning issued for 28 February 2015 initially at 7:51 pm EDT on Saturday 28 February 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 2,430 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 5 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 is not limited to, the area starting at Research heading southeast past Croydon to Powelltown. The area then heads southwest to Narre Warren North and then south to Cranbourne North, northwest to Dandenong South and southwest to Bonbeach. From Bonbeach follow Port Phillip Bay towards Melbourne passing Sandringham to Elwood. The area turns east to Oakleigh and then northeast past Burwood and Doncaster back to Research. All suburbs, towns 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:

0359098000 To 0359098999 0388228000 To 0388513599
0359100000 To 0359100999 0388700000 To 0388789999
0359121000 To 0359129999 0388921000 To 0388924999
0359160000 To 0359182999 0390410000 To 0390429999
0359184000 To 0359194999 0390761000 To 0390766999
0359490000 To 0359699999 0390770000 To 0390789999
0380860000 To 0380899999 0390907000 To 0390907999
0381870000 To 0381909999 0392013000 To 0392159999
0382880000 To 0382889999 0392302300 To 0392989999
0383519000 To 0383520999 0393891000 To 0393899999
0383820000 To 0383829999 0394907700 To 0394907799
0383890000 To 0383899999 0395085100 To 0395999999
0385085800 To 0385085899 0396319600 To 0396319699
0385209000 To 0385999999 0397000000 To 0397098999
0386298300 To 0386351399 0397200000 To 0397399999
0386648400 To 0386648799 0397510000 To 0398149999
0386965000 To 0386965399 0398306000 To 0398569999
0387100000 To 0387279999 0398700000 To 0399059999
0387390000 To 0387399999 0399172000 To 0399172999
0387403000 To 0387403999 0399207000 To 0399326999
0387560000 To 0388099999 0399390000 To 0399399999
0388223000 To 0388223999 0399541000 To 0399639999

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 3 March 2015 to 5 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 03032015-VIC-S-C-P-MELBOURNE AND GREATER EASTERN MELBOURNE_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.