SOUTHEAST QLD AND NORTHERN NSW

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in parts of Southeast Coast and Darling Downs and Granite Belt districts of Queensland and Northern Rivers and Mid North Coast districts 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 parts of Southeast Coast and Darling Downs and Granite Belt districts of Queensland and Northern Rivers and Mid North Coast districts of New South Wales on or about Friday 1 May 2015 through to Saturday 2 May 2015. Due to the effect of damage to the telecommunications network by severe weather, 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). Damaging winds, heavy rainfall, abnormally high tides and dangerous surf are referred to in the BOM Severe Weather Warning issued for 1 May 2015 initially at 2:19 pm Friday, 1 May 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 3,810 services. 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 21 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 is not limited to the area starting at Redland Bay in Queensland following the coastline south past Surfers Paradise, Tweed Heads, Ballina, Coffs Harbour, and Port Macquarie to Crowdy Head, then northwest through Comboyne and Yarras to Yarrowitch. The area heads north to Moona Plains, northeast to Ebor and east to Bellingen. From Bellingen the area turns northwest past Megan and Pinkett to Bonshaw. Following the Queensland-NSW border west past Goondiwindi and then crossing the border at Mungindi, the area then heads northeast to Teelba, east to Tara, southeast to Milmerran then northeast to Cambooya. From Cambooya the area heads east past Springfield Lakes and Sunnybank Hills back to Redland Bay. All suburbs and towns, 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:

0255240000 To 0255255999 0734890000 To 0734986999
0255900000 To 0255918999 0738000000 To 0738099999
0256060000 To 0256068999 0738260000 To 0738279999
0256112000 To 0256114999 0738842000 To 0738849999
0256116000 To 0256119999 0745280000 To 0745283999
0256200000 To 0256228999 0745396000 To 0745396999
0265380000 To 0265383999 0745408000 To 0745409999
0265503000 To 0265699999 0745648000 To 0745649999
0265800000 To 0266049999 0745944000 To 0745944999
0266180000 To 0266922999 0746191000 To 0746191999
0266992000 To 0266993999 0746509000 To 0746950999
0267300000 To 0267395999 0753312000 To 0753312999
0731133000 To 0731133999 0754100000 To 0754108999
0731330000 To 0731349999 0754606000 To 0754699999
0731410000 To 0731420999 0755000000 To 0755999999
0731422000 To 0731439999 0756058000 To 0756058999
0731610000 To 0731629999 0756070000 To 0756070999
0731720000 To 0731729999 0756090000 To 0756093999
0731890000 To 0731909999 0756182000 To 0756187999
0732000000 To 0732095999 0756270000 To 0756279999
0732870000 To 0732999999 0756440000 To 0756449999
0733800000 To 0733879999 0756560000 To 0756659999
0734401000 To 0734518999 0756679000 To 0756679999
0734725000 To 0734725999 0756790000 To 0756799999
0734759000 To 0734769999 0756891000 To 0756891999

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 May 2015 to 21 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 04052015-QLD-E-C-P-SOUTHEAST QLD AND NORTHERN 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