CENTRAL WEST SLOPES TABLELANDS AND HUNTER - SECOND 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 3 of September and Tuesday 29 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 8 November 2015.

Optus has identified that the effect of these circumstances applies to an additional 525 services bringing the total number of services impacted to approximately 2,430 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 8 November 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 then northwest past Richmond to Berambling. The area turns northeast past Colo Heights, 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 0243261000 to 0243261999
0240091000 to 0240091999 0243300000 to 0243309999
0240131000 to 0240131999 0243363000 to 0243799999
0240140000 to 0240149999 0243900000 to 0243999999
0240230000 to 0240238999 0245049000 to 0245049999
0240241000 to 0240244999 0245600000 to 0245803999
0240280000 to 0240421999 0249020000 to 0249990999
0240480000 to 0240489999 0296520000 to 0296588999

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 8 November 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_EXT2

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.