MSD - 27022020-AUS-E-C-P-National C19_RULN

Delays due to Optus, Optus contractors and suppliers complying with the Australian and International governments’ response to the COVID-19 outbreak.

On Thursday, 27 February 2020, the Federal and State governments activated their response plans and have since made other decisions, designed to limit the spread of the COVID-19 virus across Australia. In addition, similar decisions and restrictions have also been implemented by governments of countries where Optus’ offshore service providers and suppliers are located.

These important decisions and actions are resulting in issues which are beyond our control and are temporarily delaying (and will continue to delay) the connection and fault rectification of Optus telephone services.

Due to the nature of the various government responses to COVID-19, Optus is experiencing delays in the connection and fault rectification of Optus telephone services for a number of different reasons. For example, on-site appointments and truck roll activities by Optus and our network service providers may be restricted because of the need to maintain social distancing from any customer who may be self- isolating or showing symptoms of the COVID-19 virus.

In addition, delays are also being experienced because of international government restrictions, which has seen the closure of our offshore call centres and had adverse impact on the activities of our service providers and suppliers in multiple sites outside Australia. As a result, the number of staff available to handle incoming calls and online customer service enquiries has been severely reduced and the delivery of some equipment needed for new connections may potentially be delayed due to stock shortages. This has affected Optus’ ability to service our customers in a timely manner, including our ability to carry out telephone connection and fault rectification activities within normal timeframes.

As the reach of the virus is world-wide, all metropolitan areas and other regions throughout Australia may be affected by the delay. Accordingly, there are no unique number ranges associated with the affected services. We are also unable to estimate the number of services impacted.

Whilst no end date has been given in relation to the government restrictions both nationally and internationally, for the purpose of this notice, Optus is hoping to have normal activities in place by 31 July 2020. This date includes provisions for future connection and fault rectification requests but is nevertheless indicative only and may need to be extended (by further notice). Customers with current outstanding issues can expect resolution prior to this date unless further restrictions are put in place.

We apologise for any inconvenience this delay may cause but wish to assure customers we are considering measures to minimise the impact and resume carrying out the connection and fault rectification of Optus telephone services within normal timeframes, as soon as possible.

Because the issues causing delay is beyond our control, Optus is claiming an exemption under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, including an exemption from the payment of compensation or damages for any delay in fixing or connecting services, during the period 30 March 2020 to 31 July 2020.

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 27022020-AUS-E-C-P-National C19_RULN

You can view a copy of this notice on our Internet site www.optus.com.au/msd.

If, after calling Optus, you remain unsatisfied with our response to your query, you have the option of raising the matter with the Telecommunications Industry Ombudsman (TIO).  Information about the TIO and contact details are available on the Internet (www.tio.com.au) and in the White Pages® telephone directory.