SOUTHEAST CENTRAL AND SURROUNDING DISTRICTS - EXTENSION

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of the Central, North Central and West and South Gippsland Districts of Victoria.

As previously notified by Optus on Friday October 14 2016, Optus normal operations in parts of the Central, North Central and West and South Gippsland Districts of Victoria were affected by a series of severe weather events on or about Sunday 9 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 27 November 2016.

Optus has identified that the effect of these circumstances applies to an additional 480 services bringing the total number of services impacted to approximately 1,095 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 27 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 is not limited to, the area starting at King Lake heading southeast to Warburton, south past Tonimbuk to Modella then southwest to Warneet. From Warneet the area turns northwest to Wheelers Hill then northeast back to King Lake. 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:

0356182000 To 0356182999 0390410000 To 0390429999
0356249100 To 0356292999 0390770000 To 0390789999
0359098000 To 0359098999 0390907000 To 0390907999
0359100000 To 0359100999 0392121200 To 0392158999
0359121000 To 0359129999 0392371300 To 0392389399
0359160000 To 0359182999 0392642000 To 0392642199
0359184000 To 0359194999 0392930000 To 0392949499
0359423000 To 0359699999 0393891000 To 0393899999
0359900700 To 0359989999 0395540800 To 0395549599
0380860000 To 0380899999 0397000000 To 0397098999
0381870000 To 0381909999 0397200000 To 0397399999
0382880000 To 0382889999 0397510000 To 0397688999
0387200000 To 0387279999 0397900000 To 0397999999
0387390000 To 0387399999 0398392200 To 0398399999
0387403000 To 0387403999 0399172000 To 0399172999
0387561000 To 0387969999 0399390000 To 0399399999

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 10 October 2016 to 27 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 10102016-VIC-S-C-P-SOUTHEAST CENTRAL AND SURROUNDING DISTRICTS_RUL_EXT1

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.