ADELAIDE AND REGIONAL SA

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Adelaide Metropolitan, Mount Lofty Ranges, Mid North and Yorke Peninsula Districts and parts of the Lower Eyre Peninsula, Eastern Eyre Peninsula, North West Pastoral, and Flinders Districts of South Australia.

Optus is working to manage the significant impact to Optus services that has occurred as a result of a series of severe weather events in the Adelaide Metropolitan, Mount Lofty Ranges, Mid North and Yorke Peninsula Districts and parts of the Lower Eyre Peninsula, Eastern Eyre Peninsula, North West Pastoral, and Flinders Districts of South Australia on or about Tuesday 27 December 2016 through to Wednesday 28 December 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 rain and destructive winds are referred to within this site for Tuesday 27 December 2016 through to Wednesday 28 December 2016; all of which were widely reported in the news media after the events.

Optus has identified that the effect of these circumstances may apply to approximately 2,895 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 5 February 2017. 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 Point Drummond heading northeast past Yalanda to Yarrah. From Yarrah the area turns southeast to Peterborough, southwest to Canowie Belt, and southeast to Bower then southwest to Wasleys. The area turns southeast to Cambrai, southwest to Callington, southeast to Wellington then south past Meningie to the coast. The area follows the coastline past Victor Harbor, Adelaide, around Yorke Peninsula past Port Pirie, Port Augusta and Port Lincoln back to Point Drummond. 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:

0871202000 To 0871202999 0876090000 To 0876091999
0872250000 To 0872279999 0881000700 To 0881166499
0872800000 To 0872819999 0881300000 To 0881399999
0872850000 To 0872858999 0881501600 To 0884499999
0872870000 To 0872899999 0885200000 To 0885367999
0873270000 To 0873279999 0885500000 To 0885685999
0873830000 To 0873899999 0885811000 To 0885818999
0874800000 To 0874801999 0885981000 To 0885988999
0875071000 To 0875072999 0886211000 To 0886883999
0875090000 To 0875094999 0888210000 To 0888679999
0875224000 To 0875224999 0888722000 To 0888722999
0875580000 To 0875599999 0888900000 To 0888949999

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 27 December 2016 to 5 February 2017 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 27122016-SA-S-C-P-ADELAIDE AND REGIONAL SA_RU 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.