NORTHERN NSW AND SOUTHEAST QLD - EXTENSION 2

CUSTOMER SERVICE ADVICE FROM OPTUS

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

As previously notified by Optus on Monday January 23 2017, and Monday February 20 2017, Optus normal operations in the Northern Tablelands District and parts of the Northern Rivers, Mid North Coast, North West Slopes and Plains Districts of New South Wales and part of the Darling Downs and Granite Belt District of Queensland were affected by a series of severe weather events on or about Thursday 12 January 2017 and 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 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 2 April 2017.

Optus has identified that the effect of these circumstances applies to an additional 270 services bringing the total number of services impacted to approximately 3,210 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 2 April 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 Broadwater Beach following the NSW coast south past Evans Head to Woody Head then turning northwest to Pikapene. From Pikapene the area heads southwest to Ebor, southeast to South West Rocks and following the coastline past Port Macquarie to Crowdy Head. The area turns northwest past Comboyne to Yarrowitch, southwest to Nowendoc, then northwest to Upper Horton. The area then heads north past North Star to the NSW/QLD border and following the border easterly past Donaldson to Lions Rd. From Lions Rd the area turns southeast to Wadeville, south to Bungabbee, and northeast to Tullera then southeast back to Broadwater 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:

0255240000 to 0255255999 0265800000 to 0265975999
0255900000 to 0255918999 0266200800 to 0266366999
0256112000 to 0256114999 0266600000 to 0266689999
0256116000 to 0256118999 0266786000 to 0266786999
0256200000 to 0256204999 0266821000 to 0266880999
0257131000 to 0257133999 0267200000 to 0267399999
0257135000 to 0257135999 0267700000 to 0267799999
0257324000 to 0257324999 0257324000 to 0257324999
0265381000 to 0265383999 0746752000 to 0746753999
0265566000 to 0265677999  

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 16 January 2017 to 2 April 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 16012017-NSW-E-C-P-NORTHERN NSW AND SOUTHEAST QLD_RUL_EXT2

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.