ADELAIDE AND REGIONAL

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Heat impacts service in Adelaide and Mount Lofty Ranges, Lower Eyre Peninsula, Eastern Eyre Peninsula, Flinders, Yorke Peninsula and Riverlands Districts and parts of the West Coast, North East Pastoral and Murraylands Districts of South Australia.

Optus is working to manage the significant impact to Optus service delivery as a consequence of a period of extremely hot weather in Adelaide and the Mount Lofty Ranges, Lower Eyre Peninsula, Eastern Eyre Peninsula, Flinders, Yorke Peninsula and Riverlands Districts and parts of the West Coast, North East Pastoral and Murraylands Districts of South Australia on or about Tuesday 15 December 2015 through to Friday 18 December 2015.

At Optus, we take the health, wellbeing and safety of our employees and contractors seriously. Optus Technicians working outdoors and in confined spaces during a period of extreme heat can be placed at risk of serious and potentially fatal heat-related illnesses. To ensure the safety, health and wellbeing of our people, Optus has taken measures to limit its service delivery during this period. This decision is also required by Optus duties to our employees under the Workplace Health and Safety Act 2011 (Commonwealth) and Regulations 2011 (Commonwealth). 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 this heat wave can be sourced from the Bureau of Meteorology (BOM) internet site http://www.bom.gov.au/sa/forecasts/. This information was also widely reported in the news media after the events.

Optus has identified that the effect of these circumstances may apply to approximately 600 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 heat conditions. Based on current information, the resumption date of Optus's normal service operations is expected to be 31 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 Elliston heading northeast past Wudinna to Buckleboo, then turns north to Mount Ive. From Mount Ive the area heads northeast past Hawker to Curnamona then southeast past Olary and continues southeast to the northeast corner of the Danggali Conservation Park on the SA/NSW border. The area turns south and follows the SA/NSW border to Pinnaroo. From Pinnaroo the area heads southwest to Coorong and follows the coastline past Adelaide back to Elliston. 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:

0871202000 to 0871202999 0875224000 to 0875224999
0872250000 to 0872279999 0875580000 to 0875599999
0872800000 to 0872819999 0876090000 to 0876091999
0872850000 to 0872858999 0881000700 to 0881166499
0872870000 to 0872899999 0881300000 to 0881399999
0873270000 to 0873279999 0881500000 to 0884499999
0873830000 to 0873899999 0885200000 to 0885989999
0874800000 to 0874801999 0886202000 to 0886895999
0875058000 to 0875058999 0888210000 to 0888689999
0875071000 to 0875072999 0888722000 to 0888722999
0875090000 to 0875094999 0888900000 to 0888949999

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 17 December 2015 to 31 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 number 17122015-SA-S-F-P-ADELAIDE AND REGIONAL SA_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.