WEST VICTORIA

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the South West District and parts of the Central, North Central, Northern Country, Mallee and Wimmera Districts of Victoria.

Optus is working to manage the significant impact to services that has occurred as a result of a series of severe weather events in the South West District and parts of the Central, North Central, Northern Country, Mallee and Wimmera Districts of Victoria on or about Thursday 8 September 2016 through to Tuesday 13 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 severe weather events can be sourced from the Early Warning Network at http://www.ewn.com.au/alerts/. Heavy rain is referred to within this site for Thursday 8 September 2016 through to Tuesday 13 September 2016; 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 720 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 9 October 2016. This date is indicative only, however, and may be subject to change once the full impact of the severe 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 Urquhart Bluff following the coastline past Warrnambool and Portland to the South Australian Border. The boundary follows the border north to the Mallee Hwy (B12) turning southeast to Culgoa then northwest to Chinkapook and north to Lake Powell. From Lake Powell the area heads northeast crossing the Victorian/New South Wales border to Balranald, turns southeast to Wakool then south crossing the New South Wales/ Victoria border to Gunbower. The area heads southeast to Toolleen then southwest to Macedon, south to Quandong, southwest to Inverleigh, southeast to Moriac then southwest back to Urquhart Bluff. 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:

0342020000 To 0342029999 0352200000 To 0352398999
0343000000 To 0343011999 0352428000 To 0352429999
0343020000 To 0343028999 0352652000 To 0352673999
0343334000 To 0343339999 0352813000 To 0352897999
0343430000 To 0343438999 0352980000 To 0352992999
0344001000 To 0344008999 0353200000 To 0353694999
0344322000 To 0344322999 0353781000 To 0353781999
0344330000 To 0344331999 0353801000 To 0353994999
0350200000 To 0350399999 0354210000 To 0354999999
0350486000 To 0350486999 0355202000 To 0355295999
0350719000 To 0350854999 0355453000 To 0355453999
0352185000 To 0352185999 0355510000 To 0355998999

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 12 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 12092016-VIC-S-C-P-WEST VICTORIA_RUL 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.