SOUTH COAST AND SOUTHERN TABLELANDS - THIRD EXTENSION

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of the Illawarra and Southern Tablelands Districts of New South Wales and part of the Australian Capital Territory.

As previously notified by Optus on Wednesday 3 August 2016, Optus’ normal operations in parts of the Illawarra and Southern Tablelands Districts of New South Wales and part of the Australian Capital Territory 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 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 1065 services bringing the total number of services impacted to approximately 7560 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 is not limited to, the area starting at Bellambi Point following the coastline south past Wollongong to Bombo. From Bombo the area turns southwest past Bungonia to Currawang, south to Tinderry then northwest to Brindebella. The area heads northeast to Murrumbateman, east to Quialigo, northeast past Oakdale to Warragamba, southeast to Leppington and northeast to Cabramatta. From Cabramatta the area turns southeast past Moorebank to Engadine, southwest to Appin and then southeast back to Bellambi Point. All suburbs and towns 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:

0242200000 To 0242397999 0286770000 To 0286779999
0242431000 To 0242431999 0287308000 To 0287308999
0242440000 To 0242448999 0287380000 To 0287389999
0242510000 To 0242979999 0287470000 To 0287470999
0246020000 To 0246020999 0287630000 To 0287649999
0246031000 To 0246032999 0287770000 To 0287969999
0246200000 To 0246599999 0287980000 To 0287989999
0246770000 To 0246849999 0288409000 To 0288409999
0248541000 To 0248542999 0289370000 To 0289374999
0248600000 To 0248899999 0289630000 To 0289649999
0261193000 To 0261569999 0290902000 To 0290902999
0261830000 To 0261831999 0292033000 To 0292039999
0262000000 To 0262999999 0294260000 To 0294268999
0280210000 To 0280219999 0296000000 To 0296189999
0280540000 To 0280549999 0297295000 To 0297349999
0280650000 To 0280659999 0297536000 To 0297538999
0280680000 To 0280689999 0297650000 To 0297659999
0280840000 To 0280849999 0298020000 To 0298020999
0280948000 To 0280950999 0298200000 To 0298299999
0280958000 To 0280959999 0299140000 To 0299140999
0281890000 To 0281899999 0299333000 To 0299335999
0286280000 To 0286289999      
           

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 June 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 06062016-NSW-E-C-P-SOUTH COAST AND SOUTHERN TABLELANDS_RUL_EXT3 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.