METROPOLITAN SYDNEY AND ILLAWARRA DISTRICT

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Metropolitan Sydney, Illawarra District and parts of the South Coast 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 Metropolitan Sydney, Illawarra District and parts of the South Coast District of New South Wales on or about Wednesday 16 December 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 extreme weather events can be sourced from the Bureau of Meteorology (BOM). Damaging wind, large hailstones and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 16 December 2015 initially at 7:51 am Wednesday, 16 December 2015, reference number IDN65156; 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 2,700 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 31 January 2016. 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 The Gap following the coastline south past Sydney, Wollongong and Ulladulla to Kioloa. The area turns northwest to Bungonia, northeast to Jamberoo and north to Appin then northwest to Warragamba. From Warragamba the area heads north to Yellow Rock, southeast to Wetherill Park, northeast to Eastwood then northwest to Castle Hill. The area then turns southeast to Chatswood, south to Snails Bay and follows the shoreline past Circular Quay and Watsons Bay back to The Gap. All suburbs and towns, including metropolitan Sydney, 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:

0242202000 to 0242397999 0285570000 to 0285579999
0242431000 to 0242431999 0285581000 to 0285967399
0242440000 to 0242448999 0286250000 to 0286259999
0242515000 to 0242839199 0286280000 to 0286289999
0242930000 to 0242931999 0286770000 to 0286789999
0244078000 to 0244078999 0287308000 to 0287308999
0244250000 to 0244253999 0287363100 to 0287625899
0244280000 to 0244299999 0287630000 to 0287649999
0244410000 to 0244652999 0287770000 to 0287884599
0244810000 to 0244819999 0287980000 to 0287989999
0246020000 to 0246020999 0288319900 to 0288799999
0246031000 to 0246032999 0288990000 to 0288999999
0246210000 to 0246587999 0289139000 to 0289258999
0247048000 to 0247048999 0289370000 to 0289374999
0247201400 to 0247379999 0289628600 to 0289628699
0247768300 to 0247777999 0289630000 to 0289649999
0247890000 to 0247899999 0289780800 to 0289783599
0280210000 to 0280219999 0290300000 to 0290319899
0280650000 to 0280659999 0290902000 to 0290902999
0280680000 to 0280689999 0291110000 to 0291119999
0280840000 to 0280849999 0291300000 to 0291309999
0280948000 to 0280950999 0291810000 to 0291815999
0280958000 to 0280959999 0292017000 to 0294490299
0281890000 to 0281899999 0294621300 to 0294780099
0282171300 to 0282296999 0294884800 to 0296161999
0282403300 to 0282769999 0296370000 to 0296478899
0282890000 to 0283064799 0296610000 to 0296699999
0283321400 to 0283998999 0296800000 to 0297199999
0284079000 to 0284079999 0297310000 to 0297444699
0284110000 to 0284119999 0297600000 to 0297650999
0284226100 to 0284256499 0297975400 to 0298279199
0284370000 to 0284461999 0298404600 to 0299529999
0284677000 to 0284677999 0299637300 to 0299637399
0285121000 to 0285449999 0299783000 to 0299786799

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 December 2015 to 31 January 2016 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 18122015-NSW-E-C-P-METROPOLITAN SYDNEY AND ILLAWARRA DISTRICT_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.