Greater Adelaide - extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in the Adelaide Metropolitan Area

As previously notified by Optus on Friday July 1, normal operations in the Adelaide Metropolitan area of South Australia were affected by a series of extreme weather events on or about Thursday 23 June 2016 through to Friday 24 June 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 Optus 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 31 July 2016.

Optus has identified that the effect of these circumstances applies to an additional 861 services bringing the total number of services impacted to approximately 2,391 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 31 July 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 is not limited to the area starting Elizabeth, travelling south westerly to Taperoo and following the coastline south to Christie Downs. From Christie Downs, the area travels east to Mt Barker and north to Inglewood via Lenswood. The area continues north through Sampson Flat and turns westerly back to Elizabeth. All suburbs, 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:

0871202000 To 0871202999 0873890000 To 0873899999
0872100000 To 0872109999 0874801000 To 0874801999
0872250000 To 0872269999 0881000000 To 0881169999
0872851000 To 0872856999 0881300000 To 0881399999
0872890000 To 0872899999 0881500000 To 0884499999

As these circumstances were outside of Optus 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 24 June 2016 to 31 July 2016 inclusive (based on Optus 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 24062016-SA-S-C-P-GREATER ADELAIDE_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.