Customer Service Advice from Optus

Extreme Weather events impact service in Northern Tablelands, Northwest Slopes and Plains Districts and parts of the Mid North Coast District 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 extreme weather events in the Northern Tablelands, Northwest Slopes and Plains Districts and parts of the Mid North Coast District of New South Wales on or about Wednesday 5 November 2014.

Due to the effect of damage to the telecommunications network by severe weather, 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, large hailstones and damaging wind are referred to in the BOM Severe Weather Warning issued for 5 November 2014 initially at 1:36 pm Wednesday, 5 November 2014; 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 165 services. Some of these services may not be installed or repaired within Optus's 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's normal service operations is expected to be 23 November 2014. 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 Coramba heading south to Urunga then southwest to Argents Hill. The area heads southeast to Kempsey then south to Laurieton. From Laurieton the area turns west to Elands, northwest to Nowendoc then southwest past Willow Tree to the Coolah Tops National Park. The area then heads northwest past Premer and Tambar Springs to Rocky Glen, northeast past Baan Baa to Caroda. From Caroda the area turns east past Keera to Stanborough then northeast to Stannifer. The area then heads southeast past Maybole and Clouds Creek back to Coramba. 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:

As these circumstances were outside of Optus's 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 6 November 2014 to 23 November 2014 inclusive (based on Optus's 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 06112014-NSW-E-C-P-NORTHERN TABLELANDS AND SURROUNDING AREA_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.