CENTRAL AND SOUTHERN TABLELANDS

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Central and Southern Tablelands Districts and parts of the North West Slopes and Plains and South West Slopes Districts of New South Wales.

Optus is working to manage the significant impact to services that has occurred as a result of a series of severe weather events in the Central and Southern Tablelands Districts and parts of the North West Slopes and Plains and South West Slopes Districts of New South Wales on or about Friday 2 September 2016.

Due to the effect of damage to the telecommunications network by severe weather, 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 Bureau of Meteorology (BOM). Damaging wind is referred to in the BOM Severe Weather Warning issued for 2 September 2016 initially at 4:45 pm Friday, 2 September 2016, reference number IDN20032; 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 390 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 2 October 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 are not limited to, the area starting at Running Stream heading southeast to Portland, south to Duckmaloi then southeast to Kanangra. From Kanangra the area turns southwest to Wombeyan Caves, southeast to Penrose, and south to Nerriga then west to Lake George. The area heads northwest to Murrumbateman, south to Wallaroo, west to Wee Jasper and northeast to Rye Park then northwest past Thuddungra to Bland. From Bland the area heads north to Jemalong, southwest to Tullibigeal, and northeast to Albert then southeast back to Running Stream. 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:

0248200000 To 0248494999 0261386000 To 0261386999
0248541000 To 0248542999 0261560000 To 0261569999
0248606000 To 0248606999 0261830000 To 0261831999
0248840000 To 0248843999 0262201000 To 0262279799
0253106000 To 0253106999 0263288000 To 0263699999
0253185000 To 0253185999 0263900000 To 0263949999
0253530000 To 0253538999 0268160000 To 0268165999
0253540000 To 0253548999 0268347000 To 0268347999
0253550000 To 0253555999 0268500000 To 0268699799
0258048000 To 0258060999 0268901000 To 0268983999
0261180000 To 0261187999 0269708000 To 0269729999
0261346000 To 0261346999      

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 5 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 05092016-NSW-E-C-P-CENTRAL AND SOUTHERN TABLELANDS_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.