North East VIC and Riverina

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the North East District of Victoria and part of the Riverina District 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 North East District of Victoria and part of the Riverina District of New South Wales on or about Sunday 8 May 2016 through to Monday 9 May 2016.

Due to the effect of damage to the telecommunications network by 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 Weatherzone at www.weatherzone.com.au. Heavy rainfall and damaging wind across these catchment areas are detailed within this site for Monday 9 May 2016; 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 180 services. Some of these services may not be installed or repaired within Optus’ 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 29 May 2016. This date is indicative only, however, and may be subject to change once the full impact of the severe 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 not limited to, the area starting at Thoona heading northeast past Rutherglen and continuing northeast crossing the VIC/NSW border past Brocklesby to Walbundrie. The area turns southeast to Ournie, southwest crossing the NSW/ VIC border past Dartmouth to Dinner Plain, west to Barwite then northwest back to Thoona. 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:

0260200000 To 0260759999 0357492000 To 0357495999
0351508000 To 0351596999 0357501000 To 0357594999
0351640000 To 0351640999 0357910000 To 0357919999
0351642000 To 0351644999 0357983000 To 0357983999
0357200000 To 0357329999

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 10 May 2016 to 29 May 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 10052016-VIC-S-C-P-NORTH EAST VIC AND RIVERINA_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.