South Coast and Southern Tablelands

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Illawarra District and parts of the South Coast and Southern Tablelands and the Australian Capital Territory.

Optus is working to manage the significant impact to services that has occurred as a result of a series of severe weather events in the Illawarra District and parts of the South Coast and Southern Tablelands and the Australian Capital Territory on or about Saturday 4 June 2016 through to Monday 6 June 2016.

Due to the effect of damage to the telecommunications network by a low pressure system, 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 the Bureau of Meteorology (BOM). Destructive winds, heavy rainfall and abnormally high tides are referred to in the BOM Severe Weather Warning issued for 4 June 2016 initially at 4:23 pm Saturday 4 June 2016, reference number IDN20032; 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 2,625 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 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 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 Bundeena following the coastline south past Wollongong, Jervis Bay, Batemans Bay to Wallaga Lake. The area turns northwest past Jerangle to Brindabella, north to Wee Jasper, northwest to Berremangra, northeast to Bigga then east to Oakdale. From Oakdale the area turns northeast to Luddenham then southeast past Holsworthy back to Bundeena. 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:

0242200000 To 0242397999 0280840000 To 0280849999
0242431000 To 0242431999 0280948000 To 0280950999
0242440000 To 0242448999 0280958000 To 0280959999
0242510000 To 0242979999 0281890000 To 0281899999
0244059000 To 0244059999 0286280000 To 0286289999
0244078000 To 0244078999 0286770000 To 0286779999
0244123000 To 0244299999 0287308000 To 0287308999
0244410000 To 0244799999 0287380000 To 0287389999
0244810000 To 0244819999 0287470000 To 0287470999
0246020000 To 0246020999 0287630000 To 0287649999
0246031000 To 0246032999 0287770000 To 0287969999
0246200000 To 0246599999 0287980000 To 0287989999
0246770000 To 0246849999 0288409000 To 0288409999
0247065000 To 0247065999 0289370000 To 0289374999
0247200000 To 0247200999 0289630000 To 0289649999
0247730000 To 0247759999 0290902000 To 0290902999
0248200000 To 0248494999 0292033000 To 0292039999
0248541000 To 0248542999 0294260000 To 0294268999
0248600000 To 0248899999 0296000000 To 0296189999
0261180000 To 0261569999 0297295000 To 0297349999
0261830000 To 0261831999 0297536000 To 0297538999
0262000000 To 0262999999 0297650000 To 0297659999
0280210000 To 0280219999 0298020000 To 0298020999
0280540000 To 0280549999 0298200000 To 0298299999
0280650000 To 0280659999 0299140000 To 0299141899
0280680000 To 0280689999 0299333000 To 0299335999

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 6 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 06062016-NSW-E-C-P-SOUTH COAST AND SOUTHERN TABLELANDS_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.