North East and North Central Districts - Extension

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.

As previously notified by Optus on Monday October 10 2016, normal operations in the North East, North Central and Northern Country Districts of Victoria and part of the Riverina District of New South Wales were affected by a series of severe weather events on or about Saturday 1 October 2016 through to Tuesday 4 October 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 20 November 2016.

Optus has identified that the effect of these circumstances applies to an additional 270 services bringing the total number of services impacted to approximately 645 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 20 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 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 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 4 October 2016 to 20 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 04102016-VIC-S-C-P-NORTH EAST AND NORTH CENTRAL DISTRICTS_RUL_EXT

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.