NORTHERN NSW AND SOUTHEAST QLD

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Northern Rivers, Mid North Coast and Northern Tablelands and parts of the Upper Western and North West Slopes & Plains Districts of New South Wales and parts of the Southeast Coast and Darling Downs and Granite Belt Districts of Queensland.

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 Northern Rivers, Mid North Coast and Northern Tablelands and parts of the Upper Western and North West Slopes & Plains Districts of New South Wales and parts of the Southeast Coast and Darling Downs and Granite Belt Districts of Queensland on or about Tuesday 14 March 2017 through to Wednesday 15 March 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 the Early Warning Network at http://www.ewn.com.au/alerts/. Heavy rainfall, damaging winds and large hail are referred to within this site for Tuesday 14 March 2017 through to Wednesday 15 March 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 1,485 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 23 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 not limited to, the area starting at Duranbah Beach on the QLD/NSW border following the coastline past Kingscliff, Byron Bay, Coffs Harbour and Port Maquarie to Crowdy Head, then northwest past Comboyne to Yarrowitch. From Yarrowitch the area turns north to Wards Mistake, west to Wandsworth, and southwest to Warrabah then southeast to Cells Creek. The area turns west to Wallabadah, northwest to Rangari, and west to Boggabri then northwest to Brewarrina. From Brewarrina the area heads north to the NSW/QLD border and follows the border easterly past Boggabilla and Donaldson back to Duranbah 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:

02 5524 0000 to 02 5525 5999 02 6720 0000 to 02 6739 9999
02 5620 0000 to 02 5622 8999 02 6750 0000 to 02 6799 9999
02 5712 9000 to 02 5712 9999 02 6817 9000 to 02 6829 9999
02 5794 4000 to 02 5794 5999 07 4653 4000 to 07 4653 9999
02 5852 0000 to 02 5857 9999 07 4675 2000 to 07 4677 2999
02 6538 1000 to 02 6538 3999 07 5506 0000 to 07 5524 9999
02 6556 6000 to 02 6569 9999 07 5536 0000 to 07 5536 9999
02 6580 0000 to 02 6604 9999 07 5565 1000 to 07 5569 9999
02 6618 0000 to 02 6705 9999 07 5586 6000 to 07 5599 9999

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 16 March 2017 to 23 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 16032017-NSW-E-C-P-NORTHERN NSW AND SOUTHEAST QLD_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.