BRISBANE - EXTENSION

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in part of the Brisbane area.

As previously notified by Optus on Tuesday 24 January 2017, Optus' normal operations in part of Brisbane were affected by a series of severe weather events on or about Saturday 14 January 2017 through to Sunday 15 January 2017. 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 26 February 2017.

Optus has identified that the effect of these circumstances applies to an additional 150 services bringing the total number of services impacted to approximately 975 services. This number may increase as Optus assesses the full affect 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 on the Optus cable network encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at Scarborough following the coastline south past Brisbane airport, Wynnum and Lota to Loganholme. From Loganholme the area turns west towards Yamanto and Amberley, then northeast to Brookfield, past The Gap and Keperra, and back past Strathpine to Scarborough.

Optus services on the non-cable network encompassed in this exemption are in the area bounded by and including, but are not limited to, the area starting at Aspley heading southeast to Spring Hill, southwest to Indooroopilly, and northwest to Mount Nebo then northeast back to Aspley. 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:

0730008500 to 0730378999 0734234000 to 0734234099
0730557000 to 0730558999 0734352800 to 0734352899
0731091000 to 0731097599 0734725000 to 0734725999
0731133000 to 0731133999 0734760000 to 0734769999
0731330000 to 0731349999 0734960000 to 0734962999
0731410000 to 0731420999 0735100000 to 0735149999
0731422000 to 0731439999 0735500000 to 0735529999
0731610000 to 0731629999 0736120000 to 0736127999
0731720000 to 0731729999 0736221200 to 0736221299
0731890000 to 0731909999 0736481000 to 0736481099
0732120700 to 0732660299 0736662100 to 0736662199
0732911700 to 0733093699 0737181000 to 0737256399
0733203000 to 0733779999 0738284000 to 0738780899
0733938600 to 0734077699 0738910200 to 0738969899

As these circumstances were outside of Optus's 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 16 January 2017 to 26 February 2017 inclusive (based on Optus's 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 16012017-QLD-E-C-P-BRISBANE_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.