CUSTOMER SERVICE ADVICE FROM OPTUS

Ongoing Extreme Weather events impact service in Northern Rivers, Northern Tablelands, North West Slopes and Plains and part of the Mid North Coast of New South Wales.

As previously notified by Optus on Monday 15 December 2014 and Wednesday 14 January 2015, Optus’s normal operations in the Northern Rivers, Northern Tablelands, North West Slopes and Plains and part of the Mid North Coast of New South Wales have been affected by ongoing extreme weather events on or about Friday 5 December 2014 continuing to date.

The telecommunications network in these areas has experienced high levels of damage that has resulted in delays to installation and repair activities on a significant number of Optus services. Due to the extent of damage to the Optus network, the impact in the affected region has been greater than initially estimated, and as a consequence of the ongoing weather effects, the expected recovery date has now been further extended to 8 March 2015.

Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Destructive wind, large hailstones and flash flooding are referred to in the BOM Severe Weather Warning issued for large hailstones, heavy rainfall and damaging wind initially at 2:08 pm Friday, 5 December 2014; all of which were widely reported in the news media after these events. Optus has identified that the effect of these circumstances may apply to an additional 570 services bringing the total number of potential services impacted to approximately 1,905 services. This number may increase as Optus assesses the full affect of the ongoing extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 8 March 2015. This date is indicative only; Optus customers should anticipate that some further delays may occur.

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 Wardell following the NSW coast south past Yamba to Emerald Beach. From Emerald Beach the area turns west to Dundurrabin, southeast to Bonville then south to Urunga. The area heads west to the New England National Park, southwest past Yarrowitch to Nowendoc, west to Hanging Rock then south west to the Coolah Tops National Park. From the Coolah Tops National Park the area heads northwest past Premer to Cuttabri, north to Mungindi and then following the NSW/QLD border easterly past Goondiwindi and Texas to Legume. The area turns southeast past Woodenbong and The Risk to Clunes then south back to Wardell. 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:

0256060000 To 0256068999	0266030000 To 0266049999
0256112000 To 0256114999	0266200800 To 0266689999
0256116000 To 0256119999	0266786000 To 0266786999
0256200000 To 0256204999	0266821000 To 0267059999
0257129000 To 0257129999	0267200000 To 0267999999
0257135000 To 0257135999	0746534000 To 0746539999
0257324000 To 0257324999	0746719000 To 0746772999
0257944000 To 0257945999

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 9 December 2014 to 8 March 2015 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 09122014-NSW-E-C-P-NORTHERN NSW_RUL_EXT EXT 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.