SNOWY MOUNTAINS AND SURROUNDING DISTRICTS

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of the Snowy Mountains and South West Slopes Districts 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 parts of the Snowy Mountains and South West Slopes Districts of New South Wales on or about Tuesday 21 March 2017 through to Wednesday 22 March 2017. Due to the effect of damage to the telecommunications network by heavy rainfall and flash flooding, 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 and flash flooding are referred to in the BOM Severe Weather Warning issued for New South Wales initially at 5.51pm for Tuesday 21 March 2017 reference number (IDN65156); 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 234 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 are not limited to the area starting at Cape Howe and following the VIC/NSW border inland to Lower Bendoc Rd turning southwest to Goongerah then northwest to Cobberas. The area heads north to the VIC/NSW border and follows the border northerly to Walwa and then heads northwest to Oaklands. From Oaklands the area turns northeast to Quandialla, southeast to Binda southwest to Jugiong then southeast past Brindabella to Shannons Flat. The area heads northeast to Anembo, southeast to Mystery Bay and following the NSW coastline south back to Cape Howe. All suburbs, 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:

0253098000 to 0253098999 0260369100 to 0260369299
0253106000 to 0253106999 0260458000 to 0260458999
0253530000 to 0253538999 0260708000 to 0260775999
0253540000 to 0253548999 0260870000 to 0260879999
0253553000 to 0253555999 0263800000 to 0263916999
0259083000 to 0259083999 0264270000 to 0264272999
0259090000 to 0259093999 0264480000 to 0264597999
0259138000 to 0259138999 0264910000 to 0264999999
0259244000 to 0259423999 0269200800 to 0269492999
0259590000 to 0259598999 0269710000 to 0269829999
0259633000 to 0259633999  

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 22 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 22032017-NSW-S-C-P-SNOWY MOUNTAINS AND SURROUNDING DISTRICTS_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.