MELBOURNE AND GREATER MELBOURNE

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of Melbourne and the surrounding Central District of Victoria.

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 parts of Melbourne and the surrounding Central District of Victoria on or about Sunday 5 February 2017. 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 Weatherzone at www.weatherzone.com.au. Heavy rainfall and flash flooding are referred to within this site for Sunday 5 February 2017; 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 1,905 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 March 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 is not limited to, the area starting at Kinglake West heading southeast to Kinglake, southwest to Croydon, southeast to Yannathan then west to the Western Port Bay. From Western Port Bay the area follows the coastline past Warneet, Portsea and Mornington to Moondah Beach, east to Langwarrin South then north to Mulgrave. From Mulgrave the area turns northwest to Balaclava, northeast to Balwyn, northwest to Tullamarine then northeast past Coolaroo back to Kinglake West. 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:

0357348000 to 0357348999 0386648400 to 0386648799
0357861000 to 0357869999 0387200000 to 0387279999
0387200000 to 0387279999 0387394100 to 0387398299
0359100000 to 0359100999 0387403000 to 0387403999
0359121000 to 0359129999 0387560000 to 0388089999
0359160000 to 0359179999 0388223000 to 0388223999
0359191000 to 0359191999 0388228000 to 0388789999
0359310000 to 0359319999 0388925000 to 0388925999
0359500000 to 0359509999 0390410000 to 0390429999
0359700000 to 0359994999 0390764700 to 0390764799
0380860000 to 0380899999 0390770000 to 0390789999
0381870000 to 0381909999 0390907000 to 0390907999
0382880000 to 0382889999 0392013000 to 0392199999
0382901000 to 0382907299 0392302300 to 0393128999
0383017000 to 0383185299 0393253900 to 0393253999
0383366500 to 0383366599 0393550000 to 0393599999
0383519000 to 0383520999 0393891000 to 0393899999
0383800000 to 0383829999 0394010000 to 0394185999
0394010000 to 0394185999 0394300000 to 0394399999
0384010000 to 0384059999 0394586000 to 0395309999
0384073000 to 0384073999 0395540800 to 0395777999
0384180000 to 0384189999 0395937000 to 0395993099
0384310000 to 0384329999 0396319600 to 0396319699
0384585000 to 0384809999 0396627700 to 0396627999
0385085000 to 0385178799 0396743100 to 0396743199
0385213000 to 0385213999 0396946700 to 0397399999
0385303500 to 0385336999 0397513000 to 0399047999
0385523000 to 0385523099 0399172000 to 0399172999
0385550000 to 0385559999 0399200400 to 0399348899
0385640000 to 0385748999 0399390000 to 0399399999
0386116900 to 0386116999 0399531000 to 0399630699

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 8 February 2017 to 5 March 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 08022017-VIC-S-C-P-MELBOURNE AND GREATER MELBOURNE_RUL

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.