SOUTHEAST QLD AND NORTHERN NSW - second extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Southeast Coast District of Queensland and Northern Rivers and Mid North Coast Districts of New South Wales.

As previously notified by Optus on Monday 2nd March 2015 and Thursday April 2, Optus’s normal operations in the Southeast Coast District of Queensland and Northern Rivers and Mid North Coast Districts of New South Wales have been affected by Extreme weather events on or about Thursday 19 February 2015 through to Sunday 22 February 2015.

The telecommunications network in these areas have 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 Optus 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 24 May 2015.

Optus has identified that the effect of these circumstances may apply to an additional 2,040 services bringing the total number of potential services impacted to approximately 6,870 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 24 May 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 is not limited to the area starting at Redland Bay in Queensland following the coastline south past Surfers Paradise, Tweed Heads, Ballina, Coffs Harbour, and Port Macquarie to Crowdy Head, then northwest through Comboyne, Yarras to Yarrowitch. The area then heads north to Moona Plains and northeast to Ebor and east to Bellingen. From Bellingen the area turns northwest past Megan and Pinkett to Bonshaw. Following the Queensland-NSW border east and then crossing the border at Koreelah, the area heads northwest to Goomburra, northeast past Willowbank to Sunnybank Hills and east back to Redland Bay. 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:

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 February 2015 to 24 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 23022015-QLD-E-C-P-SOUTHEAST QLD AND NORTHERN NSW_RUL_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.