CANBERRA AND SURROUNDING DISTRICT - extension

CUSTOMER SERVICE ADVICE FROM OPTUS

As previously notified by Optus on 26 June 2015, Optus’s normal operations in Canberra and the surrounding Australian Capital Territory District were affected by a series of extreme weather events on or about Tuesday 16 June 2015 through to Thursday 18 June 2015. The telecommunications network in these areas have 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 of the continued weather effects, the expected recovery date has now been extended to 26 July 2015.

Optus has identified that the effect of these circumstances applies to an additional 400 services bringing the total number of services impacted to approximately 800 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 26 July 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 Bungendore heading south to Anembo, northwest to Batlow then northeast past Brindabella to Murrumbateman then southeast back to Bungendore. 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:

0261193000 To 0261569999 0262000000 To 0262999999

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 19 June 2015 to 26 July 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 19062015-ACT-S-C-P-CANBERRA AND SURROUNDING DISTRICT_RU_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.