SOUTHEAST QLD AND NORTHERN NSW

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Southeast Coast District and part of the Darling Downs and Granite Belt District of Queensland and parts of the Northern Rivers and Northern Tablelands of New South Wales.

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 the Southeast Coast District and part of the Darling Downs and Granite Belt District of Queensland and parts of the Northern Rivers and Northern Tablelands of New South Wales on or about Friday 29 January 2016 through to Saturday 30 January 2016.

Due to the effect of damage to the 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). Damaging wind, heavy rainfall and large hailstones are referred to in the BOM Severe Weather Warning issued for 29 January 2016 initially at 2:59 pm Friday, 29 January 2016, reference number IDQ20038; 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 1,350 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 6 March 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 is not limited to the area starting at Labrador in Queensland and following the coastline south past Broad Beach crossing the NSW border past Tweed Heads and Byron Bay to Evans Head. From Evans Head the area turns southwest to Baryulgil, northwest to Bookookoora and then west to the NSW/QLD border. The area follows the border west past Goondiwindi to the Talwood-Boonanga Rd then heads northwest crossing the NSW/QLD border to Talwood, northeast to Tara then southeast to Kindon. From Kindon the area turns northeast to Mutdapilly, east to Bannockburn and south to Canungra then northeast back to Labrador. 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 0754100000 To 0754108999
0256112000 To 0256114999 0754606000 To 0754699999
0256116000 To 0256119999 0755001000 To 0755999999
0256200000 To 0256204999 0756058000 To 0756058999
0266180000 To 0266399999 0756070000 To 0756070999
0266600000 To 0266899999 0756090000 To 0756093999
0266992000 To 0266993999 0756182000 To 0756187999
0745280000 To 0745283999 0756270000 To 0756279999
0745396000 To 0745396999 0756442000 To 0756446999
0745408000 To 0745409999 0756560000 To 0756655999
0745648000 To 0745649999 0756679000 To 0756679999
0746191000 To 0746191999 0756790000 To 0756799999
0746509000 To 0746950999 0756891000 To 0756891999
0753312000 To 0753312999      

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 6 March 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-QLD-E-C-P-SE QLD AND NORTHERN NSW_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.