SOUTHERN TABLELANDS AND ACT

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of the Southern Tablelands, Central Tablelands and Illawarra Districts of New South Wales and the Australian Capital Territory.

Optus is working to manage the significant impact to Optus services that has occurred as a result of a series of severe weather events in parts of the Southern Tablelands, Central Tablelands and Illawarra Districts of New South Wales and the Australian Capital Territory on or about Thursday 21 January 2016.

Due to the effect of damage to the Optus 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 severe weather events can be sourced from the Bureau of Meteorology (BOM). Large hailstones, heavy rainfall and damaging wind are referred to in the BOM Severe Weather Warning issued for 21 January 2016 initially at 3:25 pm Thursday, 21 January 2016, 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 705 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 21 February 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 not limited to, the area starting at Appin heading southwest to Upper Kangaroo Valley then west to Bundanoon. The area turns southwest to Nerriga and continues heading southwest past Braidwood and Jerangle to Bunyan. The area then turns northwest to Batlow, north to Coolac and northeast past Jugiong and Boorowa to Bigga. From Bigga the area heads east to Cobbitty then southeast back to Appin. 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:

0246020000 to 0246020999 0248541000 to 0248542999
0246031000 to 0246032999 0248601000 to 0248899999
0246294500 to 0246599999 0261181000 to 0261432999
0246770000 to 0246849999 0261560000 to 0261569999
0248200000 to 0248494999 0262006000 to 0262987999

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 22 January 2016 to 21 February 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 22012016-NSW-E-C-P-SOUTHERN TABLELANDS AND ACT_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.