Southern Tablelands and ACT - Second Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of the Southern Tablelands, Central Tablelands and Illawarra Districts of New South Wales and the Australian Capital Territory.

As previously notified by Optus on Friday 29 January and Wednesday 24 February 2016, Optus’s normal operations in parts of the Southern Tablelands, Central Tablelands and Illawarra Districts of New South Wales and the Australian Capital Territory were affected by a series of severe weather events on or about Thursday 21 January 2016. Optus’s 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 345 services bringing the total number of services impacted to approximately 1,770 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 not limited to, the area starting at Appin heading southwest to Upper Kangaroo Valley then west to Bundanoon. The area turns southwest to Nerriga and continues heading southwest past Braidwood and Jerangle to Bunyan. The area then turns northwest to Batlow, north to Coolac and northeast past Jugiong and Boorowa to Bigga. From Bigga the area heads east to Cobbitty then southeast back to Appin. All suburbs and towns 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:

0246020000 To 0246020999 0248601000 To 0248899999
0246031000 To 0246032999 0261181000 To 0261432999
0246294500 To 0246599999 0261560000 To 0261569999
0246770000 To 0246849999 0261830000 To 0261831999
0248200000 To 0248494999 0262006000 To 0262987999
0248541000 To 0248542999      

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 22 January 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 22012016-NSW-E-C-P-SOUTHERN TABLELANDS AND ACT_EXT2 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.