SOUTHERN COASTAL NSW AND TABLELANDS

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Illawarra, South Coast and parts of Southern Tablelands, South West Slopes and Central Tablelands 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 the Illawarra, South Coast and parts of Southern Tablelands, South West Slopes and Central Tablelands districts of New South Wales on or about Monday 24 August 2015 through to Wednesday 26 August 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). Heavy rainfall and flash flooding are referred to in the BOM Severe Weather Warning issued for 24 August 2015 initially at 4:20 pm EST on Monday 24 August 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 1,335 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 27 September 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 Port Hacking on the coast, following the coastline south past Wollongong, Jervis Bay and Batemans Bay to Kianga. From Kianga the area turns west to Belowra and then north to Oallen. From here turn west to Mount Fairy, northwest to Gundaroo and southwest to Tumorrama. The area then heads northwest to Jugiong, then northeast to Bigga, northeast to Warrangamba and southeast past Minto back to Port Hacking. All suburbs, 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:

0242200000 To 0242397999 0246031000 To 0246032999
0242431000 To 0242431999 0246200000 To 0246599999
0242440000 To 0242448999 0246770000 To 0246836999
0242510000 To 0242979999 0248200000 To 0248458999
0244059000 To 0244059999 0248541000 To 0248542999
0244078000 To 0244078999 0248600000 To 0248899999
0244123000 To 0244299999 0261184000 To 0261187999
0244410000 To 0244796999 0261386000 To 0261386999
0244810000 To 0244819999 0262202000 To 0262277899
0246020000 To 0246020999  

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 25 August 2015 to 27 September 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 25082015-NSW-E-C-P-SOUTHERN COASTAL NSW AND TABLELANDS_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.