DUBBO AND SURROUNDING AREA

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in Central West Slopes and Plains District of New South Wales

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 Central West Slopes and Plains District of New South Wales on or about Monday 13 March 2017 to Tuesday 14 March 2017. Due to the effect of damage to the telecommunications network by heavy rainfall, flash flooding and damaging winds, 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 Bureau of Meteorology (BOM). Heavy rainfall, flash flooding and damaging winds are referred to in the BOM Severe Weather Warning issued for Monday 13 March 2017 initially at 4.25pm reference number (ID65156); 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 240 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 16 April 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 are not limited to the area starting at Elong Elong, heading south to Stuart Town. From Stuart Town the area continues south to Trunkey Creek before turning west to Darby Falls. From Darby Falls the area turns south to Reids Flat and then turns north west to Cowra. From Cowra, the area heads west to Bland before turning north to Corinella and then west to Tullibigeal. From Tullibigeal the area heads north west to Lake Cargelligo before turning west to Wallanthery. From Wallanthery the area heads north to Mount Hope, then north east to Nymagee. From Nymagee the area heads south east to Bobadah and turns east to Trangie and then Gin Gin. From Gin Gin the area heads south east to Burroway, and then continues east back to Elong Elong. 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:

0253106000 to 0253106999 0263600000 to 0263699999
0253530000 to 0253538999 0263900000 to 0263949999
0253540000 to 0253548999 0268011000 to 0268269999
0253551000 to 0253555999 0268346000 to 0268347999
0258048000 to 0258060999 0268400000 to 0268699799
0258521000 to 0258521999 0268802000 to 0268983999
0263400000 to 0263499999 0269708000 to 0269729999

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 15 March 2017 to 16 April 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 15032017-NSW-E-C-P-DUBBO AND SURROUNDING AREA_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.