ADELAIDE AND SURROUNDING DISTRICTS - EXTENSION

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in Adelaide Metropolitan and Mount Lofty Ranges Districts of South Australia.

As previously notified by Optus on Monday 1 August 2016, Optus’ normal operations in the Adelaide Metropolitan and Mount Lofty Ranges Districts of South Australia were affected by a series of severe weather events on or about Sunday 24 July 2016 through to Tuesday 26 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 11 September 2016.

Optus has identified that the effect of these circumstances applies to an additional 1200 services bringing the total number of services impacted to approximately 3210 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 11 September 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 Middle Beach heading northeast to Daveyston, then southeast to Mount Pleasant. From Mount Pleasant the area turns southwest past Mount Barker to Tooperang then west past Myponga to Myponga Beach and following the coastline north past Glenelg and Port Adelaide back to Middle Beach. All suburbs and towns including metropolitan Adelaide, 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 0875071000 To 0875072999
0872250000 To 0872279999 0875090000 To 0875094999
0872800000 To 0872819999 0875580000 To 0875599999
0872850000 To 0872858999 0881000000 To 0881169999
0872870000 To 0872899999 0881300000 To 0881399999
0873270000 To 0873279999 0881501600 To 0884499999
0873830000 To 0873899999 0885200000 To 0885367999
0874800000 To 0874801999 0885500000 To 0885685999

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 25 July 2016 to 11 September 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 25072016-SA-S-C-P-ADELAIDE AND SURROUNDING DISTRICTS_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.

If, after calling Optus you are still not satisfied with the outcome, you have the option to raise 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® directory.