CENTRAL WEST SLOPES TABLELANDS AND HUNTER - extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in the Hunter District and parts of the Central Tablelands District of NSW.

As previously notified by Optus on Thursday 3rd September 2015, Optus's normal operations in the Hunter District and parts of the Central Tablelands District of NSW were affected by a series of extreme weather events on or about Monday 24 August 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 18 October 2015.

Optus has identified that the effect of these circumstances applies to an additional 540 services bringing the total number of services impacted to approximately 1,905 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 18 October 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 Tea Gardens and following the NSW coast southwest past Newcastle and The Entrance to Patonga. From Patonga the area continues southwest to Galston, northwest past Richmond and Berambing to Bell then north to Glen Davis. The area turns northwest to Stuart Town, north to Mendooran and northeast to Purlewaugh then southeast to Coulsons Creek. From Coulsons Creek the area heads southwest to Olinda, southeast to St Albans then northeast past Bucketty, Kurri Kurri and Brookfield to Stroud then southeast back to Tea Gardens. 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:

0240077000 To 0240077999 0253098000 To 0253098999
0240091000 To 0240091999 0253106000 To 0253106999
0240131000 To 0240131999 0253530000 To 0253538999
0240140000 To 0240149999 0253550000 To 0253550999
0240230000 To 0240238999 0253552000 To 0253552999
0240241000 To 0240244999 0255913000 To 0255913999
0240280000 To 0240421999 0258048000 To 0258048999
0240480000 To 0240489999 0263575000 To 0263588699
0243261000 To 0243261999 0263700000 To 0263791999
0243300000 To 0243309999 0265217000 To 0265217999
0243363000 To 0243799999 0265325000 To 0265325999
0243900000 To 0243999999 0265480000 To 0265498999
0245049000 To 0245049999 0268446000 To 0268499999
0245600000 To 0245803999 0296520000 To 0296588999
0249020000 To 0249990999      

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 25 August 2015 to 18 October 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 25082015-NSW-E-C-P-CENTRAL WEST SLOPES TABLELANDS AND HUNTER_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.