Central and Southern Tablelands - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of the Central Tablelands and Central West Slopes and Plains Districts of New South Wales.

As previously notified by Optus on Monday 12 September 2016, Optus’ normal operations in parts of the Central Tablelands and Central West Slopes and Plains Districts of New South Wales were affected by a series of severe weather events on or about Friday 2 September 2016.The telecommunications network in these areas have experienced high levels of damage that resulted in delays to installation and repair activities on a significant number of Optus services. Due to the extent of damage to the network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 23 October 2016.

Optus has identified that the effect of these circumstances applies to an additional 120 services bringing the total number of services impacted to approximately 510 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 23 October 2016. This date is indicative only; Optus customers should anticipate that some further delays may occur.

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 are not limited to, the area starting at Albert heading southeast to Hargraves, south past Hill End and Billywillinga to Triangle Flat then southwest to Reids Flat. From Reids Flat the area turns northwest to Bland, north to Jemalong, and southwest to Tullibigeal then northeast back to Albert. 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

0253106000 To 0253106999 0263600000 To 0263699999
0253530000 To 0253538999 0263900000 To 0263949999
0253540000 To 0253548999 0268160000 To 0268165999
0253551000 To 0253555999 0268347000 To 0268347999
0258048000 To 0258055999 0268500000 To 0268699799
0259083000 To 0259083999 0268901000 To 0268983999
0259590000 To 0259598999 0269708000 To 0269729999
0263400000 To 0263499999

As these circumstances were outside of Optus’s control, Optus is claiming an extension to time frames applying under the Telecommunications (Customer Service Guarantee) Standard 2011. This means that Optus is notifying customers that normal service time frames may not be met during the period of 5 September 2016 to 23 October 2016 inclusive (based on Optus’s estimated recovery schedule correct at the time of publication of this notice).

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 05092016-NSW-E-C-P-CENTRAL AND SOUTHERN TABLELANDS_RULEXT

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.