CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Hunter and Mid North Coast Districts and part of the Central Tablelands District of New South Wales.

As previously notified by Optus on Wednesday July 1 2015, Optus’s normal operations in the Hunter and Mid North Coast Districts and part of the Central Tablelands District of New South Wales have been affected by ongoing weather events on or about Monday 20 April 2015 through to Wednesday 22 April 2015. The telecommunications network in these areas have 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 16 August 2015.

Optus has identified that the effect of these circumstances may apply to an additional 1,455 services bringing the total number of potential services impacted to approximately 8,955 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 16 August 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 is not limited to, the area starting at Laurieton then following the NSW coast southwest past Forster, Nelson Bay and Newcastle to Catherine Hill Bay. From here the area turns west to Bucketty and then southeast to Berkeley Vale, following the coast south past Bateau Bay to Patonga. From Patonga the area turns southwest past Castlereagh to Springwood, southeast to Warragamba, southwest past Porters Retreat to Peelwood then northeast to Burraga. From Burraga the area heads northwest to Killongbutta, north to Hill End then northeast to Bogee. The area turns north to the Coolah Tops National Park, east past Murrurundi to Elands then southeast back to Laurieton. 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:

0240077000 To 0240077999	0263288000 To 0263399999
0240091000 To 0240091999	0263500000 To 0263685999
0240131000 To 0240131999	0265200000 To 0265269999
0240140000 To 0240159999	0265370000 To 0265593999
0240230000 To 0240238999	0265700000 To 0265797999
0240241000 To 0240244999	0265910000 To 0265929999
0240280000 To 0240421999	0280210000 To 0280219999
0240480000 To 0240489999	0280650000 To 0280659999
0243200000 To 0243499999	0280680000 To 0280689999
0243600000 To 0243859999	0280840000 To 0280849999
0245049000 To 0245049999	0280948000 To 0280950999
0245600000 To 0245889999	0280958000 To 0280959999
0247048000 To 0247048999	0284079000 To 0284079999
0247063000 To 0247065999	0284110000 To 0284119999
0247206000 To 0247399999	0284430000 To 0284449999
0247510000 To 0247599999	0289190000 To 0289190999
0247800000 To 0247899999	0289240000 To 0289240999
0249020000 To 0249999999	0289370000 To 0289374999
0253106000 To 0253106999	0289630000 To 0289649999
0253185000 To 0253185999	0290902000 To 0290902999
0253530000 To 0253538999	0294560000 To 0294579999
0253540000 To 0253548999	0294728000 To 0294800999
0253550000 To 0253550999	0296520000 To 0296588999
0253553000 To 0253553999	0298020000 To 0298020999
0255560000 To 0255564999	0298471000 To 0298471999
0255900000 To 0255918999	0299738000 To 0299738999
0255938000 To 0255945999	0299850000 To 0299859999

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 23 April 2015 to 16 August 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 23042015-NSW-E-C-P-HUNTER AND MID NORTH COAST AND CENTRAL NSW_RUL_EXT3

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.