Southeast QLD and Northern NSW - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in part of the Southeast Coast District of Queensland and part of the Northern Rivers District of New South Wales.

As previously notified by Optus on Tuesday 9th February 2016, Optus’s normal operations in part of the Southeast Coast District of Queensland and part of the Northern Rivers District of New South Wales were affected by a series of severe weather events on or about Friday 29 January 2016 through to 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 27 March 2016.

Optus has identified that the effect of these circumstances applies to an additional 630 services bringing the total number of services impacted to approximately 1,980 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 27 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 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 East Wardell. From East Wardell the area turns northwest to The Risk then heads northeast crossing the NSW/QLD border to Maudsland and east 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 0756070000 To 0756070999
0256112000 To 0256114999 0756090000 To 0756093999
0256116000 To 0256119999 0756270000 To 0756279999
0256200000 To 0256204999 0756442000 To 0756446999
0266180000 To 0266399399 0756560000 To 0756655999
0266600000 To 0266884999 0756679000 To 0756679999
0266992000 To 0266993999 0756790000 To 0756799999
0755001000 To 0755999999 0756891000 To 0756891999
0756058000 To 0756058999      

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 1 February 2016 to 27 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 01022016-QLD-E-C-P-SE QLD AND NORTHERN 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.