CYCLONE STAN

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in the Pilbara District of Western Australia.

Optus is working to manage the significant impact to Optus services that has occurred as a result of a series of extreme weather events in the Pilbara District of Western Australia on or about Saturday 30 January 2016 through to Sunday 31 January 2016.

Due to the effect of damage to the telecommunications network by Tropical Cyclone Stan, 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 Tropical Cyclone Stan can be sourced from the Bureau of Meteorology (BOM). Destructive winds and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 30 January 2016 initially at 12:08 pm WST on Saturday 30 January 2016, reference number IDW24100; 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 90 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 extreme 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 the Sandfire Roadhouse heading south to Jigalong, northwest to Paraburdoo then northwest to Onslow. The area then follows the coastline northeast back to the Sandfire Roadhouse. 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:

0891268000 To 0891605999 0891720000 To 0891988999
0891631000 To 0891631999      

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 February 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 01022016-WA-S-B-P-CYCLONE STAN_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.