CENTRAL WEST SLOPES AND PLAINS NSW

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Central West Slopes and Plains District and parts of the Central Tablelands District 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 Central West Slopes and Plains District and parts of the Central Tablelands District of New South Wales on or about Friday 13 November 2015 through to Saturday 14 November 2015.

Due to the effect of damage to the telecommunications network by severe thunderstorms, 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). Large hail, heavy rain and damaging winds are referred to in the BOM Severe Weather Warning issued for 13 November 2015 initially at 3:38 pm Friday, 13 November 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 165 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 6 December 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 Baan Ba heading south to Premer, southwest to Neilrex, south to Hargraves then southeast to Capertee. From Capertee the area heads south to the Jenolan Caves, southeast to Nattai, southwest to Frogmore, northwest to Bland then north to Warro. The area turns west to Lake Cargelligo, northwest to Mt Hope, northeast past Tottenham to Trangie, north to Quambone then northwest to Carinda. From Carinda the area heads northeast to Walgett then southeast past Pilliga back to Baan Ba. 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:

0253106000 To 0253106999 0258816000 To 0258816999
0253185000 To 0253185999 0263290000 To 0263695999
0253530000 To 0253538999 0263907000 To 0263943999
0253540000 To 0253548999 0268012000 To 0268276999
0253550000 To 0253553999 0268346000 To 0268347999
0253555000 To 0253555999 0268400000 To 0268691999
0258048000 To 0258060999 0268800000 To 0268983999
0258521000 To 0258521999 0269708000 To 0269729999

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 16 November 2015 to 6 December 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 16112015-NSW-E-C-P-CENTRAL WEST SLOPES AND PLAINS_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.