TROPICAL CYCLONE DEBBIE

CUSTOMER SERVICE ADVICE FROM OPTUS

Natural Disaster events impact service in the Central Coast-Whitsundays District and parts of the Herbert and Lower Burdekin, Central Highlands and Coal Fields, and Capricornia Districts of Queensland.

Optus is working to manage the significant impact to Optus services that has occurred as a result of a Natural Disaster in the Central Coast-Whitsundays District and parts of the Herbert and Lower Burdekin, Central Highlands and Coal Fields, and Capricornia Districts of Queensland on or about Monday 27 March 2017 through to Tuesday 28 March 2017. Due to the effect of damage to the telecommunications network caused by Tropical Cyclone Debbie, 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 extreme weather events can be sourced from the Bureau of Meteorology (BOM). Destructive winds, heavy rainfall and flash flooding are referred to in the BOM Tropical Cyclone Advice issued for Monday 27 March 2017 initially at 3:59 pm EST on Monday 27 March 2017, reference number IDQ20023; 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 6,000 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 extreme weather conditions. Based on current information, the resumption date of Optus normal service operations is expected to be 7 May 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 is not limited to, the area starting at Cungulla following the coastline south past Bowen, Mackay, Sarina and Yeppoon to Port Alma. From Port Alma the area heads southwest to Raglan, west to Oakey Creek, then northwest past Jellinbah, Tieri and Lowestoff to Wolfang. The area turns southwest past the Blair Athol State Forest to the Cudmore National Park, north to Laglan and then northeast to Mount Coolon. From Mount Coolon the area heads north to Dalbeg, northwest to Majors Creek then northeast back to Cungulla. 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:

0744019000 to 0744019999 0748180000 to 0748188999
0744021000 to 0744021999 0748190000 to 0748198999
0744200000 to 0744208999 0748352000 to 0748469999
0747202000 to 0747209999 0748622000 to 0748622999
0747404000 to 0747404999 0748842000 to 0748858999
0747524000 to 0747614999 0748980000 to 0748986999
0747807000 to 0747933999 0749120000 to 0749699999
0748114000 to 0748114999 0749770000 to 0749771999
0748119000 to 0748119999 0749812000 to 0749994999
0748167000 to 0748167999 0749999000 to 0749999999

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 27 March 2017 to 7 May 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 27032017-QLD-E-B-P-TROPICAL CYCLONE DEBBIE_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.