SYDNEY AND CENTRAL COAST AND CENTRAL NSW

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Sydney Metropolitan and Illawarra Districts 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 Sydney Metropolitan and Illawarra Districts 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 and heavy rainfall 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 10,050 services, and an additional 1,550 on the Optus Cable Network. 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 7 June 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 on the Optus cable network encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at Newport following the coastline past Bondi to Cronulla. From Cronulla the area turns northwest past Glenfield and Edmondson Park, to Emu Heights, then northeast past Annangrove and Mt Kuring-Gai and east back to Newport.

Optus services on the non-cable networks encompassed in this exemption are in the area bounded by and including, but is not limited to, the area starting at Palm Beach following the coastline south past Sydney and Wollongong to Huskisson. The area turns west to Windellama, northeast to Brayton then northwest to Porters Retreat. From Porters Retreat the area heads southeast to Nattai, northeast past Winmalee to Kurrajong then east past Windsor to Mt Colah then northeast back to Palm Beach. All suburbs and towns, including metropolitan Sydney, 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:

0242200000 To 0242397999 0280948000 To 0280950999
0242431000 To 0242431999 0280958000 To 0280959999
0242440000 To 0242448999 0281890000 To 0281899999
0242510000 To 0242979999 0282040200 To 0282046899
0244059000 To 0244059999 0282171300 To 0283069999
0244078000 To 0244078999 0283320000 To 0283999999
0244210000 To 0244296999 0284079000 To 0284079999
0244460000 To 0244489999 0284110000 To 0284119999
0244640000 To 0244652999 0284220000 To 0284489999
0244810000 To 0244819999 0284670000 To 0284679999
0245049000 To 0245049999 0285080000 To 0285449999
0245720000 To 0245829999 0285570000 To 0285969999
0246020000 To 0246020999 0286250000 To 0286259999
0246031000 To 0246032999 0286280000 To 0286289999
0246200000 To 0246599999 0286331000 To 0286339999
0246770000 To 0246849999 0286654000 To 0286654899
0247048000 To 0247048999 0286770000 To 0286789999
0247065000 To 0247065999 0287000000 To 0288889999
0247200000 To 0247379999 0288990000 To 0289259999
0247523100 To 0247523399 0289370000 To 0289374999
0247730000 To 0247779999 0289620000 To 0289789999
0247890000 To 0247899999 0290300000 To 0290319999
0248541000 To 0248542999 0290902000 To 0290902999
0248600000 To 0248899999 0291110000 To 0291119999
0280210000 To 0280219999 0291300000 To 0291309999
0280650000 To 0280659999 0291441000 To 0291539999
0280680000 To 0280689999 0291810000 To 0291815999
0280840000 To 0280849999 0292000000 To 0299999999

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 7 June 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-SYDNEY AND CENTRAL 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.