ADELAIDE AND REGIONAL SA - EXTENSION

CUSTOMER SERVICE ADVICE FROM OPTUS

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

As previously notified by Optus on Monday January 9 2017, normal operations in the Adelaide Metropolitan, Mount Lofty Ranges, Mid North Districts and parts of the Lower Eyre Peninsula, Eastern Eyre Peninsula, North West Pastoral, and Flinders Districts of South Australia were affected by a series of severe weather events on or about Tuesday 27 December 2016 through to Wednesday 28 December 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 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 26 February 2017.

Optus has identified that the effect of these circumstances applies to an additional 1,545 services bringing the total number of services impacted to approximately 4,440 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 26 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 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 and Port Gawler to Port Arthur. From Port Arthur the area then heads northwest to Tickera and follows the coastline 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 0881000700 to 0881166499
0872250000 to 0872279999 0881300000 to 0881399999
0872800000 to 0872819999 0881501600 to 0884499999
0872850000 to 0872858999 0885200000 to 0885367999
0872870000 to 0872899999 0885500000 to 0885685999
0873270000 to 0873279999 0885811000 to 0885818999
0873830000 to 0873899999 0885981000 to 0885988999
0874800000 to 0874801999 0886211000 to 0886883999
0875071000 to 0875072999 0888400000 to 0888499999
0875090000 to 0875094999 0888605000 to 0888679999
0875224000 to 0875224999 0888722000 to 0888722999
0875580000 to 0875599999 0888900000 to 0888949999
0876090000 to 0876091999  

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 26 December 2016 to 26 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 27122016-SA-S-C-P-ADELAIDE AND REGIONAL SA_RU_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.