NORTH WEST MELBOURNE AND SURROUNDING AREA

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of Melbourne and the Central District of Victoria.

Optus is working to manage the significant impact to services that has occurred as a result of a series of severe weather events in parts of Melbourne and the Central District of Victoria on or about Monday 12 September 2016 through to Tuesday 13 September 2016.

Due to the effect of damage to the telecommunications network by heavy rainfall, 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 Early Warning Network at http://www.ewn.com.au/alerts/. Heavy rain is referred to within this site for Monday 12 September 2016 through to Tuesday 13 September 2016; 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 1,080 services. Some of these services may not be installed or repaired within Optus 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 normal service operations is expected to be 2 October 2016. This date is indicative only, however, and may be subject to change once the full impact of the severe 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 Point Gellibrand following the coastline west and southwest past Williamstown, Werribee South, Geelong and Queenscliff to Urquhart Bluff. From Urquhart Bluff the area heads northeast to Moriac, northwest to Wingeel, and northeast to Bacchus Marsh then north to Carlsruhe. The area then turns southeast to Eden Park, southwest to Somerton, and southeast to Bundoora, southwest to Moonee Ponds then south back to Point Gellibrand. All suburbs, 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:

0342020000 To 0342029999 0386962800 To 0386982899
0344001000 To 0344004999 0387340000 To 0387549999
0344007000 To 0344007999 0387590000 To 0387599999
0344330000 To 0344331999 0387722000 To 0387722999
0352185000 To 0352185999 0387740000 To 0387747999
0352202000 To 0352299999 0387749000 To 0387749999
0352400000 To 0352849999 0388223000 To 0388223999
0352980000 To 0352992999 0388380000 To 0388389999
0354206000 To 0354289999 0388555000 To 0388555999
0354635000 To 0354635999 0390410000 To 0390429999
0354833000 To 0354834999 0390770000 To 0390789999
0354900000 To 0354908999 0390907000 To 0390907999
0357891000 To 0357891999 0392002800 To 0392197999
0380860000 To 0380899999 0392300200 To 0393999999
0381870000 To 0381909999 0394490000 To 0394499999
0382880000 To 0382889999 0394600000 To 0394969999
0382900000 To 0382900099 0396045200 To 0396045299
0383010000 To 0383989999 0396444400 To 0396476699
0384073000 To 0384073999 0396800000 To 0396899999
0384180000 To 0384189999 0397310000 To 0397499999
0384678000 To 0384679999 0398679200 To 0398679299
0385213000 To 0385213999 0399172000 To 0399172999
0385550000 To 0385559999 0399201000 To 0399345799
0386147000 To 0386147099 0399390000 To 0399399999
0386459800 To 0386459999 0399536000 To 0399548999
0386713900 To 0386713999 0399716000 To 0399749999

As these circumstances were outside of Optus 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 13 September 2016 to 2 October 2016 inclusive (based on Optus 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 13092016-VIC-S-C-P-NORTH WEST MELBOURNE AND SURROUNDING AREA_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