SYDNEY AND CENTRAL COAST AND CENTRAL NSW - second extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Ongoing Extreme Weather events impact service in Sydney Metropolitan District of New South Wales.

As previously notified by Optus on Wednesday 29 April 2015 and Thursday 11 June 2015, Optus’s normal operations in the Sydney Metropolitan District of New South Wales have been affected by extreme weather events on or about Monday 20 April 2015 through to Wednesday 22 April 2015.

The telecommunications network in these areas has 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 weather effects, the expected recovery date has now been further extended to 2 August 2015. Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Destructive wind, large hailstones and flash flooding are referred to in the BOM Severe Weather Warning issued for 20 April 2015 initially at 4:31 am EST on Monday 20 April 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 11,235 services, bringing the total number of potential services impacted to approximately 29,885 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 2 August 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 is not limited to, the area starting at Mosman following the coastline south past Sydney to Cronulla. The area turns west to Grays Point and north to Oyster Bay. From Oyster Bay the area follows the Georges River west to East Hills and continues northwest past Regentville to Winmalee. From Winmalee the area heads northeast to Kurrajong then southeast to Oakville east to Galston and southeast past Pymble, Wahroonga and Killara back to Mosman. 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:

0245049000 To 0245049999 0284670000 To 0284677999
0245720000 To 0245829999 0285120000 To 0285449999
0247048000 To 0247048999 0285570000 To 0285579999
0247201000 To 0247379999 0285581000 To 0285969999
0247523100 To 0247523399 0286250000 To 0286259999
0247760000 To 0247779999 0286280000 To 0286289999
0247890000 To 0247899999 0286331000 To 0286339999
0280210000 To 0280219999 0286654000 To 0286654899
0280650000 To 0280659999 0286770000 To 0286789999
0280680000 To 0280689999 0287000000 To 0288889999
0280840000 To 0280849999 0288990000 To 0289259999
0280948000 To 0280950999 0289370000 To 0289374999
0280958000 To 0280959999 0289624000 To 0289789699
0281890000 To 0281899999 0290300000 To 0290319999
0282040200 To 0282046899 0290902000 To 0290902999
0282171300 To 0283069999 0291110000 To 0291119999
0283320000 To 0283999999 0291300000 To 0291309999
0284079000 To 0284079999 0291500000 To 0291539999
0284110000 To 0284119999 0291810000 To 0291815999
0284225000 To 0284489999 0292000000 To 0299967999

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 April 2015 to 2 August 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 23042015-NSW-E-C-P-SYDNEY AND CENTRAL COAST AND CENTRAL NSW_EXT 2

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.