MID NORTH DISTRICT BUSHFIRE SA

CUSTOMER SERVICE ADVICE FROM OPTUS

Fire impacts service in parts of the Mid North District of South Australia.

Optus is working to manage the significant impact to Optus services that has occurred as a result of bushfires in parts of the Mid North District of South Australia, on or about Wednesday 25 November 2015.

Due to the scale of damage to the telecommunications network caused by the fires, 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 in the directly affected areas, and across the state of South Australia due to the need to redeploy Optus staff to the affected areas.

Optus apologises to any affected customers.

Information about the extent of the fire and current warnings can be sourced from the South Australian Country Fire Service internet site http://www.cfs.sa.gov.au. 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 60 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 fire damage. Based on current information, the resumption date of Optus's normal service operations is expected to be 13 December 2015. This date is indicative only, however, and may be subject to change once the full impact of the fire damage 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 Erith heading east to Hamilton, southeast past Koonunga to Moculta. From Moculta the area turns southwest to Krondorf, northwest past Kangaroo Flat to Korunye then northwest back to Erith. 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:

0875071000 to 0875072999 0885210000 to 0885286999
0875094000 to 0875094999 0885604000 to 0885689999
0875580000 to 0875599999  

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 1 December 2015 to 13 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 01122015-SA-S-B-P-MID NORTH DISTRICT BUSHFIRE_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.