HUNTER AND MID NORTH COAST AND CENTRAL NSW

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in the Hunter and Mid North Coast District and part of the Central Tablelands 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 the Hunter and Mid North Coast District and part of the Central Tablelands District of New South Wales on or about Monday 20 April 2015 through to Wednesday 22 April 2015. Due to the effect of damage to the telecommunications network by an intense low pressure system, 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). Destructive and damaging winds, heavy rainfall and damaging surf are referred to in the BOM Severe Weather Warning issued for 20 April 2015 initially at 4:31 am EST on Monday 20 April 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 3,150 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 31 May 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 Laurieton then following the NSW coast southwest past Forster, Nelson Bay, Newcastle, The Entrance to Patonga. From Patonga the area turns southwest past Castlereagh to Springwood, southeast to Warragamba, southwest past Porters Retreat to Peelwood then northeast to Burraga. From Burraga the area heads northwest to Killongbutta, north to Hill End then northeast to Bogee. The area turns north to the Coolah Tops National Park, east past Murrurundi to Elands then southeast back to Laurieton. All suburbs and 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:

0240077000 To 0240077999 0263500000 To 0263685999
0240091000 To 0240091999 0265200000 To 0265269999
0240131000 To 0240131999 0265370000 To 0265593999
0240140000 To 0240159999 0265700000 To 0265797999
0240230000 To 0240238999 0265910000 To 0265929999
0240241000 To 0240244999 0280210000 To 0280219999
0240280000 To 0240421999 0280650000 To 0280659999
0240480000 To 0240489999 0280680000 To 0280689999
0243200000 To 0243999999 0280840000 To 0280849999
0245049000 To 0245049999 0280948000 To 0280950999
0245600000 To 0245889999 0280958000 To 0280959999
0247048000 To 0247048999 0284079000 To 0284079999
0247063000 To 0247065999 0284110000 To 0284119999
0247206000 To 0247399999 0284430000 To 0284449999
0247510000 To 0247599999 0289190000 To 0289190999
0247800000 To 0247899999 0289240000 To 0289240999
0249020000 To 0249999999 0289370000 To 0289374999
0253106000 To 0253106999 0289630000 To 0289649999
0253185000 To 0253185999 0290902000 To 0290902999
0253530000 To 0253538999 0294560000 To 0294579999
0253540000 To 0253548999 0294728000 To 0294800999
0253550000 To 0253550999 0296520000 To 0296588999
0253553000 To 0253553999 0298020000 To 0298020999
0255560000 To 0255564999 0298471000 To 0298471999
0255900000 To 0255918999 0299738000 To 0299738999
0255938000 To 0255945999 0299850000 To 0299859999
0263288000 To 0263399999      

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 April 2015 to 31 May 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 23042015-NSW-E-C-P-HUNTER AND MID NORTH COAST AND CENTRAL 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.