PERTH AND SURROUNDING DISTRICTS - EXTENSION

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Lower West District and parts of the South West District, Central Wheat Belt District and Central West District of Western Australia.

As previously notified by Optus on Wednesday 17 February 2017, Optus normal operations in the Lower West District and parts of the South West District, Central Wheat Belt District and Central West District of Western Australia were affected by a series of severe weather events on or about Friday 10 February 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 26 March 2017.

Optus has identified that the effect of these circumstances applies to an additional 1,167 services bringing the total number of services impacted to approximately 4,029. 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 26 March 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 are not limited to the area starting at Lancelin, following the coastline south to Fremantle via Two Rocks. From Fremantle, the area continues south along the coastline to Eagle Bay. From Eagle Bay, the area continues south to Gracetown before turning north east to Bowelling via Chapman Hill. From Bowelling, the area continues east to Darkan and then heads north to Westdale before turning north east to Balkuling. From Balkuling the area continues north east to Tammin. From Tammin, the area continues north to Cleary before heading west to Watheroo and continuing to Cervantes. From Cervantes, the area follows the coastline south back to Lancelin. All suburbs and towns, coastal areas and offshore islands 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:

0861507000 to 0861509999 0864690000 to 0864699999
0861530000 to 0861536999 0864890000 to 0864989999
0861610000 to 0861629999 0865950000 to 0865959999
0861900000 to 0861919999 0866611000 to 0866611999
0861960000 to 0861969999 0892010000 to 0894999999
0861990000 to 0861999999 0895117000 to 0895117999
0862100200 to 0862296999 0895123000 to 0895123999
0862400000 to 0862589999 0895180000 to 0895180999
0862720000 to 0862799999 0895250000 to 0895264999
0862931000 to 0863182999 0895506000 to 0895506999
0863300000 to 0863327999 0895611000 to 0895783999
0863500000 to 0863509999 0896201000 to 0896931999
0863611000 to 0863611999 0897200000 to 0897359999
0863800000 to 0863899999 0897463000 to 0897591999
0864013000 to 0864013999 0897700000 to 0897708999
0864060000 to 0864069999 0897786000 to 0897788999
0864360800 to 0864365999 0897800000 to 0897974999

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 10 February 2017 to 26 March 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 10022017-WA-S-C-P-PERTH AND SURROUNDING DISTRICTS_RU_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.