SYDNEY METROPOLITAN AND SURROUNDING DISTRICTS

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Sydney Metropolitan District and parts of the Illawarra, Southern Tablelands, Central Tablelands, Central West Slopes & Plains and Hunter 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 the Sydney Metropolitan District and parts of the Illawarra, Southern Tablelands, Central Tablelands, Central West Slopes & Plains and Hunter 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 Tuesday 21 March 2017 initially at 12.36pm 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 9,219 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 30 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 Palm Beach following the coastline south to Oak Flats. From Oak Flats, the area turns west to Albion Park and Robertson before turning south west to Penrose. From Penrose the area continues south west to Bungonia, then south east to Nerriga. From Nerriga, the area heads south west to Araluen and then to Anembo. From Anembo, the area heads west across the border into the Australian Capital Territory to Rendezvous Creek. From Rendezvous Creek, the area turns north west into New South Wales to Brindabella. From Brindabella, the area turns north to Wee Jasper and north west to Gobarralong. From Gobarralong, the area heads north east to Berremangra and Rugby. From Rugby the area heads north to Burraga and Freemantle. From Freemantle the area continues north to Hill End. From Hill End the area continues north through Hargraves, Goolma and Dunedoo. From Dunedoo. From Dunedoo the area turns north east to Coolah and then turns south east to Merriwa. From Merriwa the area turns south west to Budden and then turns south east to Glen Davis. From Glen Davis the area turns south east to Saint Albans and then Glenorie. From Glenorie the area continues south east to Berowra before turning north east to Palm Beach. 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:

0242200000 to 0242397999 0265480000 to 0265498999
0242431000 to 0242431999 0280210000 to 0280219999
0242440000 to 0242448999 0280540000 to 0280549999
0242510000 to 0242979999 0280650000 to 0280659999
0245049000 to 0245049999 0280680000 to 0280689999
0245600000 to 0245889999 0280840000 to 0280849999
0246020000 to 0246020999 0280948000 to 0280950999
0246031000 to 0246032999 0280958000 to 0280959999
0246200000 to 0246590999 0246200000 to 0246590999
0246770000 to 0246849999 0282040200 to 0282046899
0247048000 to 0247048999 0282171300 to 0283069999
0247063000 to 0247065999 0283320000 to 0283999999
0247200000 to 0247399999 0284079000 to 0284079999
0247510000 to 0247599999 0284110000 to 0284119999
0247735000 to 0247879299 0284220000 to 0284489999
0247890000 to 0247899999 0284670000 to 0284679999
0248200000 to 0248494999 0285080000 to 0285438999
0248541000 to 0248542999 0285440000 to 0285449999
0248601000 to 0248899999 0285570000 to 0285969999
0253098000 to 0253098999 0286250000 to 0286259999
0253106000 to 0253106999 0286280000 to 0286289999
0253185000 to 0253185999 0286331000 to 0286339999
0253530000 to 0253538999 0286654000 to 0286654899
0253540000 to 0253548999 0286770000 to 0286789999
0253550000 to 0253550999 0287000000 to 0288889999
0253552000 to 0253552999 0288990000 to 0289259999
0255913000 to 0255913999 0289370000 to 0289374999
0261180000 to 0261569999 0289620000 to 0289789999
0261830000 to 0261831999 0290300000 to 0290319999
0262000000 to 0262997999 0290902000 to 0290902999
0263288000 to 0263399999 0291110000 to 0291119999
0263500000 to 0263593999 0291300000 to 0291309999
0263703000 to 0263796999 0291441000 to 0291539999
0291441000 to 0291539999 0291810000 to 0291815999
0265325000 to 0265325999 0292000000 to 0299999999

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 30 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-E-C-P-SYDNEY METROPOLITAN 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.