Gippsland and Surrounding Area - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in East, West and South Gippsland Districts of Victoria.

As previously notified by Optus on Wednesday 13 July 2016, Optus normal operations in the East, West and South Gippsland Districts of Victoria were affected by a series of severe weather events on or about Tuesday 5 July 2016 through to Wednesday 6 July 2016. The 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 21 August 2016.

Optus has identified that the effect of these circumstances applies to an additional 360 services bringing the total number of services impacted to approximately 834 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 21 August 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 Cape Howe on the Victorian coastline, following the coastline southwest past Wilsons Promontory and Jam Jerrup to Tooradin. From Tooradin the area heads northeast past Gembrook, north northeast to Woods Pt, northeast to Mt Buller Alpine Village then north northeast to Dinner Plain. From Dinner Plain the area continues northeast to Dartmouth then west to Tom Groggin on the Victorian/New South Wales border. The area then follows the Victorian/New South Wales state border southeast back to Cape Howe on the coast. All suburbs and towns, off shore islands and coastal areas 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:

0351200000 To 0351994999 0359121000 To 0359129999
0356127000 To 0356127999 0359160000 To 0359182999
0356180000 To 0356182999 0359184000 To 0359192999
0356210000 To 0356379999 0359194000 To 0359194999
0356540000 To 0356891999 0359458000 To 0359569999
0359098000 To 0359098999 0359801000 To 0359802999
0359100000 To 0359100999 0359974000 To 0359978999

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 6 July 2016 to 21 August 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 06072016-VIC-S-C-P-GIPPSLAND AND SURROUNDING AREA_RU_EXT 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.