CAULFIELD AND SURROUNDING SUBURBS

CUSTOMER SERVICE ADVICE FROM OPTUS

Staff Redeployment impact service in part of Southeast Melbourne.

Due to the effect of a series of severe weather and flooding events which have caused damage to the telecommunications network throughout widespread areas of Tasmania, there has been a significant increase in the number of Optus services being reported as faulty in those regions.

Due to the extent and severity of these ongoing severe weather events, Optus is redeploying a large number of staff from across Australia to the affected regions. As a result, there will be delays to normal installation and repair activities in parts of the Southeast Melbourne area, as staff from this region are redeployed.

Optus apologises to any affected customers.

Information as to the nature of the severe weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall and flooding are referred to in the BOM Severe Weather warning issued for 4 June 2016 initially at 5:34 pm EST on Saturday 4 June 2016, reference number IDT28100. Additionally these unusually severe weather events have been widely reported by most of the news media.

Optus has identified that the effect of these circumstances may apply to approximately 435 services in part of the Southeast Melbourne area. 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 normal service operations is expected to be 10 July 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 affected by this exemption are in the area bounded by and including, but not limited to, the area starting at Burwood heading south to Heatherton then southwest to Watkins Bay. From Watkins Bay the area follows the coastline north past Sandringham to Elwood, north to Toorak then east back to Burwood. 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:

0382880000 To 0382889999 0388380000 To 0388389999
0382901000 To 0382907299 0388554000 To 0388664999
0383519000 To 0383520999 0390410000 To 0390429999
0383820000 To 0383829999 0390761000 To 0390766999
0383890000 To 0383899999 0390770000 To 0390789999
0385085000 To 0386298499 0390907000 To 0390907999
0386965000 To 0386965399 0392035000 To 0392099499
0387403000 To 0387403999 0392400300 To 0393048099
0387590000 To 0387599999 0393891000 To 0393899999
0387722000 To 0387722999 0395000000 To 0395999999
0387740000 To 0387747999 0396946700 To 0396947199
0387749000 To 0387749999 0398041000 To 0399630699
0388088000 To 0388329499      

As these circumstances were outside of Optus 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 20 June 2016 to 10 July 2016 inclusive (based on Optus 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 20062016-VIC-S-C-P-CAULFIELD AND SURROUNDING SUBURBS_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.