NORTH AND EAST VICTORIA AND SOUTHERN NSW

CUSTOMER SERVICE ADVICE FROM OPTUS

Staff Redeployment impact service in Gippsland and North East Districts and parts of the Central, North Central and Northern Country Districts of Victoria and parts of the Riverina, Central West Slopes and Plains, South West Slopes, Central Tablelands, Southern Tablelands and South Coast Districts of New South Wales.

Due to the effect of a series of extreme weather events, which have caused damage to the telecommunications network throughout widespread areas of coastal New South Wales, there has been a significant increase in the number of Optus services being reported as faulty in those regions.

Due to the extent and severity of these ongoing extreme weather events, a large number of staff have been deployed from across Australia to the affected regions. As a result, there will be delays to normal installation and repair activities in the Gippsland and North East Districts and parts of the Central, North Central and Northern Country Districts of Victoria and parts of the Riverina, Central West Slopes and Plains, South West Slopes, Central Tablelands, Southern Tablelands and South Coast Districts of New South Wales.

Optus apologises to any affected customers.

Information as to the nature of extreme weather conditions, which included destructive and damaging winds, heavy rainfall and damaging surf which occurred in the affected regions can be sourced from the Bureau of Meteorology (BOM). The BOM issued Severe Weather Warnings regarding these events commencing on or about Monday 20 April 2015. Additionally these unusually severe weather events have been widely reported by most of the news media.

Optus has identified that the effect of these circumstances may apply to approximately 1,250 services in aforementioned areas. 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 28 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 encompassed in this exemption are in the area bounded by and including, but not limited to, the area starting at Cape Howe on the NSW/Victoria border following the coastline south past Lakes Entrance and Wilsons Promontory to Koo Wee Rup. From Koo Wee Rup the area heads north to Narbethong and then turns northwest past Whittlesea and Wallan to Kyneton. The area then heads northeast past Murchison and Dookie crossing the NSW border to Howlong,

northwest to Daysdale then northeast to Bribbaree. From Bribbaree the area heads east to Godfreys Creek, southeast to Narrawa, southwest to Cabramurra then southeast past Numeralla to Bermagui. The area then follows to NSW coastline south past Eden back to Cape Howe on the NSW/Victoria border. All suburbs and towns, including 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:

0253098000 To 0253098999 0344330000 To 0344331999
0253106000 To 0253106999 0354216000 To 0354335999
0253530000 To 0253538999 0354635000 To 0354635999
0253540000 To 0253548999 0354656000 To 0354656999
0253553000 To 0253555999 0354900000 To 0354908999
0259083000 To 0259083999 0356127000 To 0356127999
0259090000 To 0259093999 0356180000 To 0356182999
0259138000 To 0259138999 0356210000 To 0356379999
0259244000 To 0259423999 0356540000 To 0356891999
0259590000 To 0259598999 0357200000 To 0357369999
0259633000 To 0259633999 0357492000 To 0357495999
0260200000 To 0260779999 0357501000 To 0357999999
0260870000 To 0260879999 0358261000 To 0358267999
0263800000 To 0263916999 0359098000 To 0359098999
0264270000 To 0264272999 0359100000 To 0359100999
0264480000 To 0264599999 0359121000 To 0359129999
0264910000 To 0264999999 0359160000 To 0359182999
0269200000 To 0269495999 0359184000 To 0359194999
0269710000 To 0269829999 0359458000 To 0359637999
0344001000 To 0344004999 0359801000 To 0359802999
0344007000 To 0344007999      

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 27 May 2015 to 28 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 27052015-VIC-S-C-P-NORTH AND EAST VICTORIA AND SOUTHERN 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.