Northern Rivers Public Notice

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Northern Rivers 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 Northern Rivers District of New South Wales on or about Tuesday 8 November 2016 through to Wednesday 9 November 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 Early Warning Network at http://www.ewn.com.au/alerts/. Large hail, heavy rainfall and damaging wind are referred to within this site for Tuesday 8 November 2016 through to Wednesday 9 November 2016; all of which were reported in the news media after the events.

Optus has identified that the effect of these circumstances may apply to approximately 420 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 27 November 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 Tweed Heads following the NSW coast south past Byron Bay and Yamba to Sapphire Beach. From Sapphire Beach the area heads northwest to Newton Boyd, northeast to Tabulam then east to Hogarth Range. The area turns northwest to Tooloom, northeast past Woodenbong to the NSW/QLD border and follows the border northeast back to Tweed Heads. 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:

0256112000 To 0256113999 0756058000 To 0756058999
0256200000 To 0256204999 0756070000 To 0756070999
0266030000 To 0266049999 0756090000 To 0756093999
0266180000 To 0266907999 0756270000 To 0756279999
0755060000 To 0755249999 0756590000 To 0756599999
0755360000 To 0755369999 0756679000 To 0756679999
0755651000 To 0755699999 0756790000 To 0756799999
0755866000 To 0755999999  

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 10 November 2016 to 27 November 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 10112016-NSW-E-C-P-NORTHERN RIVERS_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.