EAST BRISBANE AND SURROUNDING AREA

CUSTOMER SERVICE ADVICE FROM OPTUS

Staff Redeployment impact service in parts of the Brisbane Area of Queensland

Due to the effect of a series of severe weather events which have caused damage to the telecommunications network throughout widespread areas of New South Wales, 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 extreme weather events, Optus is redeploying a large number of staff from across parts of the Brisbane area to the affected regions. As a result, there will be delays to normal installation and repair activities in parts of the Brisbane area as staff from this region are redeployed.

Optus apologises to any affected customers.

Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Destructive winds, heavy rainfall and abnormally high tides are referred to in the BOM Severe Weather warning issues for 4 June initially at 4.23pm Saturday 4 June 2016, reference number IDN20032; all of which were widely reported by most of the news media.

Optus has identified that the effect of these circumstances may apply to approximately 285 services in the Brisbane 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 extreme weather conditions. Based on current information, the resumption date of Optus normal service operations is expected to be 3 July 2016. This date is indicative only, however, and may be subject to change once the full impact of the extreme 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 is not limited to, the area starting at Nudgee Beach, heading south along the coast line to Lytton. From Lytton the area heads southwest to Holland Park. From Holland Park the area turns northwest to Indooroopilly and northeast to Spring Hill. From Spring Hill the area heads north to Chermside and then north east back to Nudgee Beach. 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:

0730000800 To 0730357099 0733464600 To 0733770099
0730555500 To 0730556999 0733910000 To 0734079999
0730660000 To 0730709499 0734210000 To 0734355999
0731090000 To 0731097999 0734529600 To 0734571999
0731133000 To 0731133999 0734725000 To 0734725999
0731310000 To 0731316999 0734760000 To 0734769999
0731330000 To 0731349999 0734960000 To 0734962999
0731410000 To 0731420999 0735102500 To 0735146999
0731422000 To 0731439999 0735527000 To 0735529399
0731610000 To 0731629999 0736086000 To 0736086999
0731720000 To 0731729999 0736120000 To 0736127999
0731890000 To 0731909999 0736200000 To 0736669999
0732120000 To 0732762299 0737108100 To 0737277999
0732910100 To 0732929299 0738230000 To 0739098799
0733070000 To 0733363799

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 8 June 2016 to the 3 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 08062016-QLD-E-C-P-EAST BRISBANE AND SURROUNDING AREA_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.