ADELAIDE AND SURROUNDING DISTRICTS

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in the Adelaide Metropolitan and Mount Lofty Ranges Districts and part of the Mid North District of South Australia.

Optus is working to manage the significant impact to services that have occurred as a result of a series of extreme weather events in the Adelaide Metropolitan and Mount Lofty Ranges Districts and part of the Mid North District of South Australia on or about Tuesday 13 September 2016 through to Wednesday 14 September 2016.

Due to the effect of damage to the telecommunications network by 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 extreme weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall and damaging winds are referred to in the BOM Severe Weather Warning issued for 13 September 2016 initially at 7:26 pm Tuesday, 13 September 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 1,470 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 extreme weather conditions. Based on current information, the resumption date of Optus normal service operations is expected to be 9 October 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 not limited to, the area starting at Port Arthur heading northwest to Tickera and following the coastline to Fishermans Bay then northeast to Canowie Belt. From Canowie Belt the area turns southeast to Mount Bryan East, southwest to Burra, and southeast to Bower then southwest to Mount Pleasant. The area then heads south to Callington, southwest to Seaford and follows the coastline north past Glenelg, Port Adelaide and Middle Beach back to Port Arthur. 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 0881000000 To 0881169999
0872100000 To 0872109999 0881300000 To 0881399999
0872250000 To 0872279999 0881500000 To 0884499999
0872800000 To 0872819999 0885200000 To 0885293999
0872850000 To 0872858999 0885603000 To 0885685999
0872870000 To 0872899999 0885811000 To 0885819999
0873270000 To 0873279999 0886350000 To 0886388999
0873830000 To 0873839999 0888260000 To 0888288999
0874800000 To 0874801999 0888400000 To 0888499999
0875071000 To 0875072999 0888600000 To 0888689999
0875090000 To 0875094999 0888722000 To 0888722999
0875580000 To 0875599999 0888900000 To 0888949999
0876091000 To 0876091999      

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 15 September 2016 to 9 October 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 15092016-SA-S-C-P-ADELAIDE AND SURROUNDING DISTRICTS_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.