Customer Service Advice from Optus

Extreme Weather events impact service in Mid North Coast District of New South Wales.

As previously notified by Optus on Friday the 26 December 2014, Optus's normal operations in the Mid North Coast region of New South Wales were affected by a series of extreme weather events on or about Thursday 18 December 2014. The telecommunications network in these areas have experienced high levels of damage that resulted in delays to installation and repair activities on a significant number of Optus services. Due to the extent of damage to the network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 1 February 2015.

Optus has identified that the effect of these circumstances applies to an additional 255 services bringing the total number of services impacted to approximately 555 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 1 February 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 Woolgoolga, then following the NSW coast south past Coffs Harbour and Port Macquarie to Crowdy Head, then turn northwest past Elands to Yarrowitch. The area then heads north to Hillgrove, northeast to Glenreagh, then southeast back to Woolgoolga. 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:

As these circumstances were outside of Optus's control, Optus is claiming an extension to time frames applying under the Telecommunications (Customer Service Guarantee) Standard 2011. This means that Optus is notifying customers that normal service time frames may not be met during the period of 19 December 2014 to 1 February 2015 inclusive (based on Optus's estimated recovery schedule correct at the time of publication of this notice).

If you have any questions regarding your eligibility for a CSG payment under this notice, or would like us to reconsider whether the circumstances were a proper basis for claiming an exemption, you may contact us on the number displayed on your telephone account or alternatively on 132203 for service difficulties and faults or 132200 for sales, installations and billing – quoting CSG Exemption reference number 19122014-NSW-E-C-P-MID NORTH COAST_RUL_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.