SOUTHERN WA

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of the Lower West, South West, Central Wheat Belt, Great Southern and South Coastal Districts of Western Australia.

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 Lower West, South West, Central Wheat Belt, Great Southern and South Coastal Districts of Western Australia on or about Saturday 14 November 2015.

Due to the effect of damage to the telecommunications network by lightning storms, 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 Weatherzone at www.weatherzone.com.au. Lightning across the aforementioned districts is detailed within this site for Saturday 14 November 2015; all of which were reported in the news media after the events.

Optus has identified that the effect of these circumstances may apply to approximately 150 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 severe 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 not limited to, the area starting at Hood Pt following the West Australian coastline clockwise past Cape Knob, Albany and Cliffy Head to Cape Beaufort. The area then heads northeast past Nannup to Noggerup, northwest to Allanson then north past Dwellingup and Bindoon to Marchagee. From Marchagee the area turns northeast to Maya, east to the Goodlands Nature Reserve and southeast to Gabbin then south to Bulyee. The area then heads southeast to Lake Magenta, southwest to Ongerup then southeast back to Hood Pt on the West Australian coastline. 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:

0868053000 to 0868053999 0896711000 to 0896921999
0868120000 to 0868121999 0897303000 to 0897303999
0868195000 to 0868197999 0897641000 to 0897825999
0895123000 to 0895123999 0898207000 to 0898629999
0895731000 to 0895749999 0898810000 to 0898929999
0896210000 to 0896546999  

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 18 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 18112015-WA-S-C-P-SOUTHERN WA_RU

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.