SWAN HILL AND SURROUNDING DISTRICT

CUSTOMER SERVICE ADVICE FROM OPTUS

Staff Redeployment impact service in part of the Mallee District of Victoria.

Due to the effect of heavy rainfall, flash flooding and flooding by Ex-Tropical Cyclone Debbie, which has caused damage to the telecommunications network throughout widespread areas of the Northern Rivers District of New South Wales, there has been a significant increase in the number of Optus services being reported as faulty in those regions.

Due to the extent and severity of these extreme weather events, Optus is redeploying a large number of staff from across Australia to the affected regions. As a result, there will be delays to normal installation and repair activities in the Swan Hill area and part of the surrounding Mallee District of Victoria, as staff from this region are redeployed.

Optus apologises to any affected customers.

Information as to the nature of these extreme weather events can be sourced from the Early Warning Network at http://www.ewn.com.au/alerts/. Heavy rain, destructive winds and flash flooding are referred to within this site for Wednesday 29 March 2017 through to Thursday 30 March 2017; all of which were widely reported in the news media after the events. Additionally these unusually extreme weather events have been widely reported by most of the news media.

Optus has identified that the effect of these circumstances may apply to approximately 60 services in the Swan Hill area and part of the surrounding Mallee District. 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 extreme 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 extreme 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 Berriwillock in Victoria, heading north to Boundary Bend then crossing the Victoria/NSW border northeast to Balranald. From Balranald the area turns southeast to Wakool then south crossing the NSW/Victoria border to Gunbower, southwest to Mitiamo then northwest back to Berriwillock. 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:

0344322000 To 0344322999 0350719000 To 0350730099
0350200000 To 0350399999 0354503000 To 0354579999
0350486000 To 0350486999  

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 5 April 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 05042017-VIC-S-C-P-SWAN HILL AND SURROUNDING DISTRICT_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.