Northern Tablelands and Northwest Slopes and Plains

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Northern Tableland and North West Slopes & Plains Districts 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 the Northern Tableland and North West Slopes & Plains Districts of New South Wales on or about 26 February 2015 through to 1 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). Large hailstones and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 26 February 2015 initially at 7:49 pm Thursday, 26 February 2015; all of which were reported in the news media after the events.

Optus has identified that the effect of these circumstances may apply to approximately 330 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 not limited to, the area starting at Boggabilla heading east along the Queensland - New South Wales border to Torrington. From here the area turns southeast past Newton Boyd and Tyringham to Bellbrook and southwest past Yarrowitch to Nowendoc, west to Hanging Rock then south west to the Coolah Tops National Park. From the Coolah Tops National Park the area heads northwest to Bohena Creek, northeast to Caroda and then north back to Boggabilla. 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:

0257129000 To 0257129999 0746534000 To 0746539999
0267011000 To 0267019999 0746752000 To 0746753999
0267200000 To 0267861999  

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-NSW-E-C-P-NORTHERN TABLELANDS AND NORTHWEST SLOPES AND PLAINS_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.