WEST VICTORIA - EXTENSION

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the South West District and parts of the Central, North Central, Northern Country, Mallee and Wimmera Districts of Victoria.

As previously notified by Optus on Monday September 19 2016, Optus normal operations in the South West District and parts of the Central, North Central, Northern Country, Mallee and Wimmera Districts of Victoria were affected by a series of severe weather events on or about Thursday 8 September 2016 through to Tuesday 13 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 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 1,080 services bringing the total number of services impacted to approximately 1,800 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 Urquhart Bluff following the coastline past Warrnambool and Portland to the South Australian Border. The boundary follows the border north to the Mallee Hwy (B12) turning southeast to Culgoa then northwest to Chinkapook and north to Lake Powell. From Lake Powell the area heads northeast crossing the Victorian/New South Wales border to Balranald, turns southeast to Wakool then south crossing the New South Wales/ Victorian border to Gunbower. The area heads southeast to Toolleen then southwest to Macedon, south to Quandong, southwest to Inverleigh, southeast to Moriac then southwest back to Urquhart Bluff. All suburbs, 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:

0342020000 To 0342029999 0352200000 To 0352398999
0343000000 To 0343011999 0352428000 To 0352429999
0343020000 To 0343028999 0352652000 To 0352673999
0343334000 To 0343339999 0352813000 To 0352897999
0343430000 To 0343438999 0352980000 To 0352992999
0344001000 To 0344008999 0353200000 To 0353694999
0344322000 To 0344322999 0353781000 To 0353781999
0344330000 To 0344331999 0353801000 To 0353994999
0350200000 To 0350399999 0354210000 To 0354999999
0350486000 To 0350486999 0355202000 To 0355295999
0350719000 To 0350854999 0355453000 To 0355453999
0352185000 To 0352185999 0355510000 To 0355998999

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-VIC-S-C-P-WEST VICTORIA_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.