RIVERINA AND SURROUNDING DISTRICTS - EXTENSION 2

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.

As previously notified by Optus on Tuesday September 20 2016 and Wednesday October 5 2016, Optus normal operations in parts of the Riverina, Central West Slopes and Plains and South West Slopes Districts of New South Wales were affected by a series of severe weather events on or about Friday 9 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 Optus 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 13 November 2016.

Optus has identified that the effect of these circumstances applies to an additional 210 services bringing the total number of services impacted to approximately 630 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 13 November 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 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 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 12 September 2016 to 13 November 2016 inclusive (based on Optus 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 12092016-NSW-S-C-P-RIVERINA AND SURROUNDING DISTRICTS_EXT2

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.