NORTHEAST NSW AND QLD GRANITE BELT

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of the Northern Rivers, Northern Tablelands and North West Slopes and Plains Districts of New South Wales and part of the Darling Downs and Granite Belt District of Queensland.

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 parts of the Northern Rivers, Northern Tablelands and North West Slopes and Plains Districts of New South Wales and part of the Darling Downs and Granite Belt District of Queensland on or about Tuesday 3 November 2015 through to Thursday 5 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 hailstones and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 3 November 2015 initially at 2:39 pm Tuesday, 3 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 420 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 29 November 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 not limited to, the area starting at Wardell following the NSW coast south to Iluka turning west past Coaldale to the Washpool National Park then south to Ebor. From Ebor the area heads southwest past Yarrowitch and Nowendoc to Ellerston then west to the Coolah Tops National Park, northwest past Premer to Rocky Glen then northeast past Baan Baa to Caroda. From Caroda the area turns northwest to Pallamallawa, northeast to North Star, then north to the NSW/QLD border and following the border westerly past Goondiwindi to the Talwood-Boonanga Rd. From the Talwood-Boonanga Rd the area heads northwest to Talwood, northeast past Westmar to The Gums, east to Kumbarilla then southwest to Wyaga. The area turns northeast past Leyburn to Clifton then southeast crossing the QLD/NSW border past Woodenbong to The Risk. From The Risk the area heads east to Doon Doon, southeast to Clunes then south back to Wardell. 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:

0253098000 to 0253098999 0259590000 to 0259598999
0253106000 to 0253106999 0260458000 to 0260458999
0253185000 to 0253185999 0260870000 to 0260879999
0253530000 to 0253538999 0261346000 to 0261346999
0253540000 to 0253548999 0261385000 to 0261386999
0253550000 to 0253555999 0261560000 to 0261569999
0255900000 to 0255918999 0264270000 to 0264272999
0256060000 to 0256068999 0266200000 to 0266366999
0256112000 to 0256114999 0266600000 to 0266673999
0256116000 to 0256119999 0266786000 to 0266786999
0256200000 to 0256204999 0266823000 to 0266899999
0257129000 to 0257129999 0266992000 to 0266993999
0257131000 to 0257135999 0267017000 to 0267019999
0257324000 to 0257324999 0267200000 to 0267859999
0258048000 to 0258060999 0268346000 to 0268347999
0259083000 to 0259083999 0746191000 to 0746191999
0259090000 to 0259093999 0746520000 to 0746950999
0259138000 to 0259138999  

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 6 November 2015 to 29 November 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 06112015-NSW-E-C-P-NORTHEAST NSW AND QLD GRANITE BELT_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.