Sydney and Surrounding Districts

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Sydney Metropolitan District and part of the Illawarra District of New South Wales.

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 Sydney Metropolitan District and part of the Illawarra District of New South Wales on or about Wednesday 24 August 2016.

Due to the effect of a low pressure system bringing very heavy rainfall, there has been a significant increase in the number of Optus services being reported as faulty and 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 Bureau of Meteorology (BOM). Heavy rainfall and flash flooding are referred to in the BOM Severe Weather Warning issued for 24 August 2016 initially at 10:14 am Wednesday, 24 August 2016, reference number IDN20032; 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 5,790 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 25 September 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 is not limited to, the area starting at Palm Beach following the coastline south past Sydney and Wollongong to Bombo. From Bombo the area turns northwest to Mount Murray, north to Wilton, northwest to Cobbitty then northeast to Orchard Hills. The area continues northeast to Annangrove, east to Dural 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:

0242200000 To 0242397999 0284220000 To 0284489999
0242431000 To 0242431999 0284670000 To 0284677999
0242440000 To 0242448999 0285080000 To 0285449999
0242510000 To 0242979999 0285570000 To 0285969999
0246020000 To 0246020999 0286250000 To 0286259999
0246031000 To 0246032999 0286280000 To 0286289999
0246200000 To 0246590999 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 0291500000 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 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 29 August 2016 to 25 September 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 29082016-NSW-E-C-P-SYDNEY AND SURROUNDING DISTRICTS_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.