Central QLD - EXTENSION

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in Capricornia District and parts of the Central Highlands and Coalfields and Central Coast-Whitsundays Districts of Queensland

As previously notified by Optus on Thursday February 11 2016, Optus’s normal operations in the Capricornia District and part of the Central Highlands and Coalfields and Central Coast- Whitsundays Districts of Queensland were affected by a series of severe weather events on or about Thursday 4 February 2016 through Friday 5 February 2016.

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 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 10 April 2016.

Optus has identified that the effect of these circumstances applies to an additional 300 services bringing the total number of services impacted to approximately 690 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 10 April 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 is not limited to, the area starting at McEwans Beach following the coastline south past Sarina, Yeppoon and Gladstone to Turkey Beach. From Turkey Beach the area turns southwest to Iveragh, south to Colosseum and southeast to Monal then northwest to Dumgree. The area heads northeast to Mt Alma, northwest past Oakey Creek, Jellinbah and Tieri to Lowestoff, north to Winchester then northwest to Mount Coolon. From Mount Coolon the area turns northeast to Newlands, southeast past Mount Britton then northwest back to McEwans Beach. 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:

0748114000 To 0748114999 0748352000 To 0748462999
0748119000 To 0748119999 0748842000 To 0748858999
0748167000 To 0748167999 0748983000 To 0749859999
0748180000 To 0748188999 0749990000 To 0749994999
0748190000 To 0748198999 0749999000 To 0749999999

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 4 February 2016 to 10 April 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 04022016-QLD-E-C-P-CENTRAL QUEENSLAND_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.