SYDNEY AND GREATER SYDNEY - extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in Sydney and Greater Sydney Metropolitan Area of New South Wales.

As previously notified by Optus on Friday June 10 2016, Optus normal operations in the Sydney and Greater Sydney Metropolitan Region of New South Wales were affected by a series of severe weather events on or about Saturday 4 June 2016 through to Monday 6 June 2016. The telecommunications network in these areas has experienced high levels of damage that resulted in delays to installation and repair activities on a significant number of 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 7 August 2016.

Optus has identified that the effect of these circumstances applies to an additional 3,660 services bringing the total number of services impacted to approximately 10,860 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 7 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 on the Optus cable network encompassed in this exemption are in the area bounded by and including, but are not limited to, the area starting at Newport following the coastline past Bondi to Cronulla. From Cronulla the area turns northwest past Glenfield and Edmondson Park, to Emu Heights, then northeast past Annangrove and Mt Kuring-Gai and east back to Newport.

Optus services on the non-cable encompassed in this exemption are in the area bounded by and including, but is not limited to, the area starting at Palm Beach following the coastline south past Sydney and Cronulla to Bundeena. The area turns west to Engadine, north to Revesby then northwest past Regentville to Winmalee. From Winmalee the area heads northeast to Kurrajong then east past Windsor to Mt Colah then northeast back to Palm Beach. All suburbs and towns, including metropolitan Sydney, 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:

0245049000 To 0245049999 0284220000 To 0284489999
0245720000 To 0245829999 0284670000 To 0284679999
0247048000 To 0247048999 0285080000 To 0285449999
0247201000 To 0247379999 0285570000 To 0285969999
0247523100 To 0247523399 0286250000 To 0286259999
0247760000 To 0247779999 0286280000 To 0286289999
0247890000 To 0247899999 0286331000 To 0286339999
0280210000 To 0280219999 0286654000 To 0286654899
0280540000 To 0280549999 0286770000 To 0286789999
0280650000 To 0280659999 0287000000 To 0288889999
0280680000 To 0280689999 0288990000 To 0289259999
0280840000 To 0280849999 0289370000 To 0289374999
0280948000 To 0280950999 0289620000 To 0289789999
0280958000 To 0280959999 0290300000 To 0290319999
0281890000 To 0281899999 0290902000 To 0290902999
0282040200 To 0282046899 0291110000 To 0291119999
0282171300 To 0283069999 0291300000 To 0291309999
0283320000 To 0283999999 0291441000 To 0291539999
0284079000 To 0284079999 0291810000 To 0291815999
0284110000 To 0284119999 0292000000 To 0299999999

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 4 June 2016 to 7 August 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 06062016-NSW-E-C-P-SYDNEY AND GREATER SYDNEY_RUL_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.