ADELAIDE AND SURROUNDING AREA

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of the Adelaide Metropolitan District and Mount Lofty Ranges of South Australia.

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 Adelaide Metropolitan District and Mount Lofty Ranges of South Australia on or about Thursday 8 September 2016.

Due to the effect of damage to the telecommunications network by severe thunderstorms, 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 Bureau of Meteorology (BOM). Heavy rainfall and flash flooding are referred to in the BOM Severe Weather Warning issued for 8 September 2016 initially at 6:58 pm Thursday, 8 September 2016, reference number IDS65500; 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 600 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 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 Middle Beach then heading northeast past Kangaroo Flat to Seppeltsfield then southeast to Mount Pleasant. From Mount Pleasant the area turns southwest to Mount Barker, west to Cherry Gardens, northeast to Rostrevor and southwest to Henley Beach then following the coastline back to Middle Beach. All suburbs and 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:

0871202000 To 0871202999 0881002000 To 0881003999
0872250000 To 0872279999 0881130600 To 0881166499
0872800000 To 0872819999 0881300000 To 0881399999
0872850000 To 0872858999 0881502200 To 0881699999
0872870000 To 0872899999 0881828000 To 0881899999
0873270000 To 0873279999 0882002000 To 0883147999
0873830000 To 0873839999 0883315000 To 0884249599
0874800000 To 0874801999 0884401400 To 0884499999
0875071000 To 0875072999 0885200000 To 0885275999
0875094000 To 0875094999 0885603000 To 0885685999
0875580000 To 0875599999      

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 9 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 09092016-SA-S-C-P-ADELAIDE AND SURROUNDING AREA_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.