NORTHERN VICTORIA AND SOUTHERN NSW

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of the Central, North Central, Mallee, Northern Country and North East Districts of Victoria and parts of the Lower Western, Riverina and South West Slopes 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 severe weather events in parts of the Central, North Central, Mallee, Northern Country and North East Districts of Victoria and parts of the Lower Western, Riverina and South West Slopes Districts of New South Wales on or about Sunday 1 November 2015. Due to the effect of damage to the telecommunications network by a low pressure trough, 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). Destructive winds, large hailstones and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 1 November 2015 initially at 2:50 pm Sunday, 1 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 870 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 Mt Buller heading southwest to Woods Pt then turning northwest past Marysville, Darraweit Guim, Romsey and Pastoria to Metcalfe. From Metcalfe the area heads north past Kamarooka to Patho, southwest to Wedderburn then turning northwest to Berriwillock. From Berriwillock the area heads northeast across the VIC/NSW border to Kyalite, northwest to Weimby, north to Garnpung Lake, northeast to Ivanhoe then southeast to Ungarie. The area turns northeast to Burcher, southeast past Quandialla to Binda, southwest to Jugiong, southeast to Brindabella, then southwest past Tumbarumba crossing the NSW/VIC border to Dartmouth. The area heads south to Glen Valley, southwest past Dinner Plain back to Mt Buller. 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:

0253098000 To 0253098999 0344007000 To 0344007999
0253106000 To 0253106999 0344330000 To 0344331999
0253530000 To 0253538999 0350200000 To 0350209999
0253540000 To 0253548999 0350320000 To 0350377999
0253553000 To 0253555999 0350486000 To 0350486999
0259083000 To 0259083999 0350719000 To 0350730099
0259091000 To 0259093999 0354216000 To 0354336999
0259138000 To 0259138999 0354503000 To 0354567999
0259244000 To 0259423999 0354635000 To 0354635999
0259590000 To 0259598999 0354656000 To 0354656999
0259717000 To 0259717999 0354800000 To 0354897999
0260202000 To 0260759999 0354900000 To 0354908999
0260870000 To 0260879999 0357200000 To 0357999999
0263800000 To 0263916999 0358144000 To 0358144999
0269206200 To 0269973999 0358200000 To 0358335999
0344001000 To 0344004999 0358510000 To 0358983999

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 2 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 02112015-VIC-S-C-P-NORTHERN VICTORIA AND SOUTHERN NSW_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.