Outage Communications Policy

Last updated on May 09, 2025
Connected Australia complies with the Telecommunications (Customer Communications for Outages) Industry Standard 2024, including the amendments introduced in 2025. This policy outlines how we communicate with customers and the public during major and significant local outages, and how we provide access to real-time or near real-time assistance where required.

Our Commitment to Compliance

Connected Australia operates within a regulated telecommunications environment. We recognise the importance of timely, accurate communication during service disruptions. This policy reflects our responsibilities under the Industry Standard and demonstrates our commitment to transparency, responsiveness, and accessibility in the event of a major network outage.

Applicability

This policy applies to all fixed-line and mobile telecommunications services supplied to end users by Connected Australia, excluding Internet of Things (IoT) data-only services. If a service you receive falls under the scope of the Standard, this policy applies to you.

When We Notify

Our obligations under the Standard begin when we receive a formal notice (referred to as a “Section 8 Notice”) from a carrier. This notification confirms the occurrence of:

  • A major outage — affecting 100,000 or more services in operation (SIOs) or all services in a state or territory, with a duration over 60 minutes; or
  • A significant local outage — affecting at least 1,000 SIOs in regional Australia or 250 SIOs in remote Australia, with an extended duration as defined in the Standard.

Our responsibility begins when we are notified by the upstream carrier.

Communication Responsibilities

Once notified, we must act promptly to communicate the outage to affected end users and the public.

If the Outage Is Not Caused by a Natural Disaster

Where a major or significant local outage occurs that is not caused by a natural disaster, we will:

  • Identify affected customers using available network data.
  • Attempt to notify each affected customer using one or more of the following methods:
    • Email
    • SMS
    • Mobile app notifications (if applicable)
  • Publish the same information publicly on:
If the Outage Is Caused by a Natural Disaster

Where the outage is caused by a recognised natural disaster (e.g. flood, fire, cyclone, earthquake), we are required only to publish information on our website at https://status.connectedoz.com.au.

Notification Content

We will provide, as far as reasonably practicable, the following details:

  • The number of services affected
  • The known or suspected cause of the outage (where disclosure does not compromise network or national security)
  • The types of services affected
  • The geographic areas impacted
  • The expected restoration timeframe
  • How to reach us for urgent support

We may use content provided in a carrier’s Section 8 Notice to populate this information, but we will review it for accuracy before issuing.

Ongoing Updates

Until all affected services are restored, we are required to:

  • Provide public and customer updates every 6 hours in the first 24 hours of the outage.
  • Continue updating at least every 24 hours thereafter.
  • Issue updates as soon as practicable whenever there is a material change (e.g. change in outage severity or estimated restoration time).

Updates will be delivered using the same channels used for the initial notification (e.g. SMS, website, social media).

Notification of Restoration

We will notify affected end users and the public when we determine that all relevant services have been fully restored. This will be done using the same communication methods used earlier in the outage.

Real-Time or Near Real-Time Assistance

During an outage, we are required to offer end users at least one contact method for seeking urgent assistance via real-time or near real-time channels.

These channels include:

Language and Accessibility

Communications will be written in plain English, using clear and straightforward language. While we are not required to provide communications in multiple languages, we aim to make information as accessible as possible.

If you require support in another language, you may consider:

  • Translating and Interpreting Service (TIS National) – Call 131 450 or visit www.tisnational.gov.au
  • Local multicultural centres or council services – Many offer translation and advocacy support

Customers with accessibility needs can contact our customer support team for assistance using their preferred communication method.

Preparation and Testing

To comply with the Standard, Connected Australia maintains documented procedures and internal processes to:

  • Receive and action Section 8 Notices
  • Identify affected end users
  • Communicate information through multiple channels
  • Provide real-time assistance
  • Maintain and test system readiness

We conduct regular internal reviews and scenario planning to ensure these processes remain effective.

Contacting Us

If you have questions about this policy or require assistance during an outage, please contact our Customer Support team via:
Phone: 1300 859 778
Email: [email protected]
This policy is subject to change in line with regulatory updates or operational improvements. The most recent version will always be available on our website.