SOUTHERN TABLELANDS - extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Southern Tablelands District of New South Wales and part of the Australian Capital Territory District.

As previously notified by Optus on Monday 20th April 2015, Optus’s normal operations in the Southern Tablelands District of New South Wales and part of the Australian Capital Territory District were affected by a series of extreme weather events on or about Monday 6 April 2015. The telecommunications network in these areas has experienced high levels of damage that 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 the expected recovery date has now been extended to 24 May 2015.

Optus has identified that the effect of these circumstances applies to an additional 90 services bringing the total number of services impacted to approximately 330 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 not limited to, the area starting at Nerriga heading southwest past Braidwood and Jerangle to Bunyan. The area then turns northwest to Adaminaby then northeast crossing the NSW/ACT border to Woden Valley, east to Symonston then northeast crossing the ACT/NSW border to Gundaroo. From Gundaroo the area turns southeast back to Nerriga. 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:

0248258000 To 0248283999 0261408000 To 0261469999
0248420000 To 0248475999 0261525000 To 0261569999
0248542000 To 0248542999 0262004900 To 0262197499
0261190000 To 0261338999 0262280000 To 0262717999
0261346000 To 0261346999 0262798000 To 0262999999
0261385000 To 0261386999      

As these circumstances were outside of Optus’s control, Optus is claiming an extension to time frames applying under the Telecommunications (Customer Service Guarantee) Standard 2011. This means that Optus is notifying customers that normal service time frames may not be met during the period of 13 April 2015 to 24 May 2015 inclusive (based on Optus’s estimated recovery schedule correct at the time of publication of this notice).

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 13042015-NSW-E-C-P-SOUTHERN TABLELANDS_RUL_EXT 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.