Northam and Surrounding Districts - Second Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Lower West, Central West and Central Wheat Belt Districts of Western Australia.

As previously notified by Optus on Wednesday 11 February 2015 and Friday 5 March 2015, Optus’s normal operations in the Lower West, Central West and Central Wheat Belt Districts of Western Australia have been affected by ongoing extreme weather events on or about Sunday 1 February 2015 through to Wednesday 4 February 2015 continuing to date. The telecommunications network in these areas has experienced high levels of damage that has 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 ongoing weather effects, the expected recovery date has now been further extended to 19 April 2015.

Optus apologises to any affected customers.

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 ongoing weather effects, the expected recovery date has now been further extended to 19 April 2015.

Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Destructive wind, large hailstones and flash flooding are referred to in the BOM Severe Weather Warning issued for 1 February 2015 initially at 9:37 am WST on Sunday 1 February 2015, and for damaging winds and heavy rainfall on 14 March 2015 initially issued at 3:01 am WST on Saturday 14 March 2015; all of which were widely reported in the news media after these events.

Optus has identified that the effect of these circumstances may apply to an additional 75 services bringing the total number of potential services impacted to approximately 225 services. This number may increase as Optus assesses the full effect of the ongoing extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 19 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 Perenjori heading southeast past Goodlands Nature Reserve to Beacon. The area turns southwest to past Bencubbin and Kellerberrin to Bulyee, then west to Brookton then northwest to Chidlow. From Chidlow the area turns north past Mooliabeenee and Moora to Marchagee and northeast back to Perenjori. All suburbs and towns serviced by Optus within these boundaries, including the town of Northam, are encompassed in this exemption.

Services in the area mentioned above with phone numbers in the following number ranges may have been affected:

0866611000 To 0866611999 0896201000 To 0896931999
0895726000 To 0895749999 0899518000 To 0899518999

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 4 February 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 04022015-WA-S-C-P-NORTHAM AND SURROUNDING DISTRICTS_RU_EXT2 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.