SOUTHEAST QLD AND NORTHERN RIVERS - EXTENSION

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in parts of the Northern Rivers District of New South Wales

As previously notified by Optus on Monday 7th December 2015, Optus's normal operations in the Northern Rivers District of New South Wales were affected by a series of extreme weather events on or about Sunday 29 November 2015 through to Monday 30 November 2015. The telecommunications network in these areas have experienced high levels of damage that resulted in delays to installation and repair activities on a significant number of Optus services. Due to the extent of damage to the Optus network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 24 January 2016.

Optus has identified that the effect of these circumstances applies to an additional 510 services bringing the total number of services impacted to approximately 2,265 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 24 January 2016. This date is indicative only; Optus customers should anticipate that some further delays may occur.

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 Tweed Heads following the NSW coast south past Byron Bay and Ballina to Patchs Beach. From here the area heads northwest to Doon Doon, west to The Risk, then north to the New South Wales - Queensland border at Cougal. Following the border, the area heads east back to Tweed Heads. 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:

0256060000 to 0256068999 0755866000 to 0755996999
0256112000 to 0256114999 0756058000 to 0756058999
0256116000 to 0256119999 0756070000 to 0756070999
0266180000 to 0266399999 0756090000 to 0756093999
0266700000 to 0266895999 0756270000 to 0756279999
0266992000 to 0266993999 0756590000 to 0756599999
0755060000 to 0755249999 0756679000 to 0756679999
0755360000 to 0755369999 0756790000 to 0756799999
0755651000 to 0755699999  

As these circumstances were outside of Optus's control, Optus is claiming an extension to time frames applying under the Telecommunications (Customer Service Guarantee) Standard 2011 This means that Optus is notifying customers that normal service time frames may not be met during the period of 1 December 2015 to 24 January 2016 inclusive (based on Optus's estimated recovery schedule correct at the time of publication of this notice).

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-QLD-E-C-P-SOUTHEAST QLD AND NORTHERN RIVERS NSW_RUL_EXT

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.