SYDNEY AND COASTAL AND CENTRAL NSW - fourth extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Ongoing Extreme Weather events impact service in Sydney and Greater Sydney, Illawarra, Hunter, Central Tablelands and Southern Tablelands Districts and parts of the South Coast and Mid North Coast of New South Wales.

As previously notified by Optus on Friday 12 December 2014, Wednesday 7 January 2015, Wednesday 4 February 2015 and Tuesday 17 March 2015, Optus’s normal operations in the Sydney and Greater Sydney, Illawarra, Hunter, Central Tablelands and Southern Tablelands Districts and parts of the South Coast and Mid North Coast of New South Wales have been affected by ongoing extreme weather events on or about Wednesday 3 December 2014 through to Sunday 7 December 2014 and on Sunday 1 March 2015 and again on Monday 6 April 2014.

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 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 10 May 2015.

Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Large hailstones, heavy rainfall and damaging wind are referred to in the BOM Severe Weather Warning issued for 3 December 2014 initially at 2:54 pm Wednesday, 3 December 2014, and damaging wind is referred to in the BOM Severe Weather Warning issued for 1 March 2015 initially at 2:43 pm Sunday, 1 March 2015 and damaging wind, large hailstones and heavy rainfall is referred to in the BOM Severe Weather Warning issued for 6 April 2015 initially at 4:14 pm Monday, 6 April 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 7,140 services bringing the total number of potential services impacted to approximately 46,470 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 10 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 Laurieton following the NSW coast southwest past Forster and Newcastle to Patonga. The area crosses the Hawkesbury River south to Terrey Hills, west to Narrabeen and then follows the coastline south past Manly to Neutral Bay. From Neutral Bay the area crosses Port Jackson southeast past Darling Point to Coogee and then follows the coastline past Wollongong and Jervis Bay to Durras. The area turns northwest to Nerriga, north northwest to Murrumbateman, southwest to Brindabella then northwest to Jugiong. From Jugiong the area heads northeast past Frogmore to Bigga then east past Porters Retreat to Nattai. The area turns northwest to Katoomba, northeast past Mt Wilson and Putty to Nowendoc and then southeast past Elands back to Laurieton. 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:

0240077000 To 0240077999 0261560000 To 0261569999
0240091000 To 0240091999 0262201000 To 0262279799
0240131000 To 0240131999 0265200000 To 0265201999
0240140000 To 0240159999 0265370000 To 0265399999
0240230000 To 0240238999 0265500000 To 0265593999
0240241000 To 0240244999 0265701000 To 0265797999
0240280000 To 0240421999 0265910000 To 0265929999
0240480000 To 0240489999 0280210000 To 0280219999
0242200000 To 0242397999 0280650000 To 0280659999
0242431000 To 0242431999 0280680000 To 0280689999
0242440000 To 0242448999 0280840000 To 0280849999
0242510000 To 0242979999 0280948000 To 0280950999
0243200000 To 0243999999 0280958000 To 0280959999
0244059000 To 0244059999 0281890000 To 0281899999
0244078000 To 0244078999 0282040200 To 0282046899
0244210000 To 0244299999 0282174700 To 0283069999
0244410000 To 0244652999 0283320000 To 0283839999
0244810000 To 0244819999 0283940000 To 0283999999
0245049000 To 0245049999 0284079000 To 0284079999
0245600000 To 0245889999 0284110000 To 0284119999
0246020000 To 0246020999 0284220000 To 0284269999
0246031000 To 0246032999 0284375000 To 0284483499
0246200000 To 0246599999 0284675100 To 0284679999
0246770000 To 0246849999 0285080000 To 0285449999
0247048000 To 0247048999 0285570000 To 0285969999
0247063000 To 0247065999 0286250000 To 0286259999
0247200000 To 0247399999 0286280000 To 0286289999
0247510000 To 0247599999 0286331000 To 0286339999
0247730000 To 0247873899 0286654000 To 0286654899
0247890000 To 0247899999 0286770000 To 0286789999
0248200000 To 0248494999 0287000000 To 0288889999
0248541000 To 0248542999 0288991400 To 0289259999
0248600000 To 0248899999 0289370000 To 0289374999
0249020000 To 0249999999 0289620000 To 0289789999
0255560000 To 0255564999 0290300000 To 0290319999
0255915000 To 0255918999 0290902000 To 0290902999
0261180000 To 0261187999 0291441000 To 0291539999
0261346000 To 0261346999 0291810000 To 0291815999
0261386000 To 0261386999 0292001000 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 4 December 2014 to 10 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 04122014-NSW-E-C-P-SYDNEY AND COASTAL AND CENTRAL NSW_RUL_EXT4 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.