Greater Adelaide

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in Adelaide Metropolitan Area

Optus is working to manage the significant impact to Optus services that has occurred as a result of a series of severe weather events in the Adelaide Metropolitan region of South Australia on or about Thursday 23 June 2016 through to Friday 24 June 2016

Due to the effect of damage to the telecommunications network by damaging winds and heavy rainfall 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). Damaging winds and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 24 June 2016 initially at 12.42am, Friday 24 June 2016, reference number IDS65503; 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 1,530 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 17 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 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 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 24 June 2016 to 17 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 24062016-SA-S-C-P-GREATER ADELAIDE_RU 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.