East Victoria and Southern NSW - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of the East Gippsland, West and South Gippsland, North East, North Central and Northern Country Districts of Victoria and parts of the Riverina, South West Slopes and South Coast Districts of New South Wales.

As previously notified by Optus on Monday 8th February 2016, Optus’s normal operations in parts of the East Gippsland, West and South Gippsland, North East, North Central and Northern Country Districts of Victoria and parts of the Riverina, South West Slopes and South Coast Districts of New South Wales were affected by a series of severe weather events on or about Saturday 30 January 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 13 March 2016.

Optus has identified that the effect of these circumstances applies to an additional 255 services bringing the total number of services impacted to approximately 795 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 13 March 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 Wallaga Lake Heights following the NSW coastline south past Eden to the NSW/Vic border. The area follows the border to the Monaro Hwy (B23) then turning southwest to Buldah, northwest to Bonang and west to Gelantipy. From Gelantipy the area heads southwest to Buchan South, west to Bruthen, northwest to Dinner Plan and southwest to Mt Baw Baw Alpine Village. The area heads northwest past Wallan, Romsey and Pastoria to Faraday. The area then heads northeast past Murchison, Kialla, Dookie, Yarrawonga crossing the Vic/NSW border and continuing on northeast to Rand. From Rand the area heads east to Batlow, southeast past Jerangle to Bodalla then south back Wallaga Lake Heights. All suburbs and towns, including 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:

0260206000 To 0260779999 0351640000 To 0351642999
0260870000 To 0260879999 0354216000 To 0354334999
0264271000 To 0264272999 0354635000 To 0354635999
0264480000 To 0264598999 0354656000 To 0354656999
0264910000 To 0264999999 0354900000 To 0354908999
0344001000 To 0344004999 0357200000 To 0357369999
0344007000 To 0344007999 0357492000 To 0357495999
0344330000 To 0344331999 0357501000 To 0357999999
0351559000 To 0351629999 0359637000 To 0359637999

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 2 February 2016 to 13 March 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 02022016-VIC-S-C-P-EAST VICTORIA AND SOUTHERN 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.