North East and Central Districts

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the North East, North Central and Northern Country Districts of Victoria and part of the Riverina 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 North East, North Central and Northern Country Districts of Victoria and part of the Riverina District of New South Wales on or about Saturday 1 October 2016 through to Tuesday 4 October 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/. Damaging winds and heavy rainfall are referred to within this site for Saturday 1 October 2016 through to Tuesday 4 October 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 375 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 30 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 Mount Buller heading south to Aberfeldy then northwest to Mount Macedon. From Mount Macedon the area turns northeast past Nagambie, Dookie and Wilby crossing the VIC/NSW border to Brocklesby. The area heads southeast to Wymah, crossing the NSW/VIC border south to Eskdale then southwest back to Mount Buller. 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:

0260207000 To 0260289999 0354656000 To 0354656999
0260400000 To 0260759999 0354900000 To 0354908999
0260870000 To 0260879999 0357200000 To 0357369999
0344001000 To 0344004999 0357492000 To 0357495999
0344007000 To 0344007999 0357501000 To 0357999999
0344330000 To 0344331999 0358261000 To 0358267999
0354216000 To 0354335999 0359575000 To 0359637999
0354635000 To 0354635999

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 4 October 2016 to 30 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 04102016-VIC-S-C-P-NORTH EAST AND NORTH CENTRAL 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.