Northern NSW and Gold Coast - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of the North West Slopes and Plains, Northern Tablelands and Northern Rivers Districts of New South Wales.

As previously notified by Optus on Tuesday December 13, 2016, Optus normal operations in parts of the North West Slopes and Plains, Northern Tablelands and Northern Rivers Districts of New South Wales were affected by a series of severe weather events on or about Saturday 3 December 2016 through to Tuesday 6 December 2016. The telecommunications networks 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 Optus 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 5 February 2017.

Optus has identified that the effect of these circumstances applies to an additional 180 services bringing the total number of services impacted to approximately 3,750 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 5 February 2017. 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 Patchs Beach following the NSW coast south to Evans Head turning west to Pikapene, southwest to Newton Boyd then west to Furracabad. From Furracabad the area heads southwest to Kingstown, southeast to Nowendoc, and southwest to Crawley then northwest to Eulah Creek. The area turns northeast to North Star then north to the NSW/ QLD border and following the border easterly to Donaldson. From Donaldson the area heads southeast past The Risk to Wadeville, south to Bungabbeeb and northeast to Tullera then southeast back to Patchs Beach. 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 0256114999 0266600000 To 0266673999
0256116000 To 0256118999 0266786000 To 0266786999
0256200000 To 0256204999 0266821000 To 0266880999
0257129000 To 0257129999 0267017000 To 0267019999
0257131000 To 0257135999 0267200000 To 0267399999
0257324000 To 0257324999 0267552000 To 0267695999
0266200800 To 0266366999 0267801000 To 0267859999

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 5 December 2016 to 5 February 2017 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 05122016-NSW-E-C-P-NORTHERN NSW AND GOLD COAST_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.