Tropical Cyclone Lam - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Daly, Tiwi and Arnhem Districts of the Northern Territory.

As previously notified by Optus on Monday 2 March 2015, Optus’s normal operations in the Daly, Tiwi and Arnhem Districts of the Northern Territory were affected by a series of extreme weather events on or about Monday 16 February 2015 through to Sunday 22 February 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 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 12 April 2015.

Optus has identified that the effect of these circumstances applies to an additional 390 services bringing the total number of services impacted to approximately 780 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 12 April 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 Gunn Point following the coast east around the Cobourg Peninsula, Milingimbi and Nhulunbuy to Numbulwar. From Numbulwar, the area’s boundary proceeds northwest past Mt Catt to Douglas Hot Springs. The boundary then turns south to the Flora River Nature Park, then northwest to the coast at Port Keats. From Port Keats, the area’s boundary follows the coast northeast around Cox Peninsula and past the city of Darwin back to Gunn Point. All suburbs, 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:

0889200000 To 0889200000 0889635000 To 0889999999

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 23 February 2015 to 12 April 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 23022015-NT-S-C-PTROPICAL CYCLONE LAM_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.