RIVERINA AND SURROUNDING DISTRICTS

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of the Riverina, Central West Slopes and Plains and South West Slopes Districts 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 parts of the Riverina, Central West Slopes and Plains and South West Slopes Districts of New South Wales on or about Friday 9 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 Weatherzone at www.weatherzone.com.au. Heavy rainfall is referred to within this site for Friday 9 September 2016; all of which were reported in the news media after the events.

Optus has identified that the effect of these circumstances may apply to approximately 225 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 2 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 Burcher heading southeast to Frogmore, south to Rye Park then southwest to Jugiong. From Jugiong the area heads southeast to Wee Jasper, southwest to Tumbarumba then west to Brocklesby, northwest past Daysdale and Bundure to Mabins Well then northeast to Tabbita. The area turns east to Binya, north to Rankins Springs then northeast back to Burcher. 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:

0253098000 To 0253098999 0259244000 To 0259423999
0253106000 To 0253106999 0259590000 To 0259598999
0253530000 To 0253538999 0259633000 To 0259763999
0253540000 To 0253548999 0260290000 To 0260527999
0253553000 To 0253555999 0260870000 To 0260879999
0259083000 To 0259083999 0263800000 To 0263916999
0259090000 To 0259093999 0269200000 To 0269919999
0259138000 To 0259138999      

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 2 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-NSW-S-C-P-RIVERINA 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.