INLAND SOUTHERN QLD AND NORTHERN NSW - second extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Ongoing Extreme Weather events impact service in parts of the Darling Downs and Granite Belt and Maranoa and Warrego districts of Queensland and parts of North West Slopes & Plains district of New South Wales.

As previously notified by Optus on Monday 30 March 2015 and Wednesday 22 April 2015, Optus’s normal operations in parts of the Darling Downs and Granite Belt and Maranoa and Warrego districts of Queensland and parts of North West Slopes & Plains district of New South Wales have been affected by extreme weather events on or about Saturday 21 March 2015 through to Sunday 22 March 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 31 May 2015.

Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Damaging wind, heavy rainfall and large hailstones are referred to in the BOM Severe Weather Warning issued for 21 March 2015 initially at 2:03 pm Saturday, 21 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 66 services bringing the total number of potential services impacted to approximately 486 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 31 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 not limited to, the area starting at Robinson Gorge in Queensland heading southeast past Taroom to Jandowae. The area then turns south past Milmerran, crossing the QLD-NSW border at Yetman. From Yetman the area turns southwest to Willala, northwest to Pillaga, then north, crossing back into Queensland at Mungindi. From Mungindi the area turns northeast to Coomrith, northwest to Bargunyah, north past Womalilla to Mt Moffat and then east back to Robinson Gorge. All suburbs and towns 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:

0257132000 To 0257135999 0745280000 To 0745282999
0257944000 To 0257945999 0745396000 To 0745396999
0267050000 To 0267059999 0745408000 To 0745409999
0267247000 To 0267297999 0745580000 To 0745792999
0267500000 To 0267599999 0745942000 To 0745943999
0267804000 To 0267999999 0746201000 To 0746299999
0745275000 To 0745275999 0746607000 To 0746859999

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 March 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 23032015-QLD-E-C-P-INLAND SOUTHERN 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.