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MAJOR NETWORK OUTAGES PROCEDURES & CUSTOMER SUPPORT STAYING CONNECTED WITH TELSIM DURING NETWORK OUTAGE
At Telsim, we know how important reliable mobile connectivity is for everyday communication, work, travel, and emergencies. We are committed to keeping our customers informed and supported whenever significant network disruptions occur.
EMERGENCY ASSISTANCE
If you are experiencing a life-threatening emergency, always contact emergency services immediately by dialling 000.
Alternative emergency numbers include 112 and 106 (for people who are deaf or have a hearing or speech impairment).
During outages, our support team remains available to assist with service-related enquiries wherever possible.
UNDERSTANDING NETWORK OUTAGES
Major Network Outage
A major outage refers to an unexpected interruption to mobile network services that:
- Prevents customers from making or receiving calls, sending messages, or accessing mobile data services;
- Impacts 100,000 or more mobile services, or affects an entire State or Territory; and
- Is anticipated to continue for longer than 60 minutes.
Significant Local Outage
A significant local outage refers to an unplanned disruption that:
- Prevents access to calls, SMS, or mobile data services; and
- Affects:
- 1,000 or more services within regional Australia; or
- 250 or more services within remote Australia; and
- Is expected to continue:
- Longer than 6 hours in regional areas; or
- Longer than 3 hours in remote areas.
*Regional and remote areas are classified in accordance with the Australian Statistical Geography Standard (ASGS).
HOW TELSIM RESPONDS DURING MAJOR OUTAGES
When a major outage occurs, Telsim aims to provide timely updates and customer assistance through available support channels.
Service Updates
Information regarding major disruptions may be published through our website, app, or other communication channels as soon as reasonably practicable.
Customer Support
Customers may access support through available online assistance channels, including live chat and customer care services where operationally available.
Accessible Communication
We aim to make outage information accessible to customers with different communication needs and can provide alternative contact methods where required.
OUTAGES CAUSED BY NATURAL DISASTERS
Severe weather events and natural disasters such as bushfires, floods, storms, cyclones, or earthquakes can sometimes impact network services.
Where widespread disruption occurs or is expected, Telsim will endeavour to provide updates and relevant service information through our website and support channels.
OUR CUSTOMER COMMITMENT
During service disruptions, Telsim is committed to:
Keeping Customers Informed
Providing updates regarding outage status and restoration progress where information is available.
Providing Customer Assistance
Offering customer support through our available service channels during outage periods.
Supporting Accessibility
Ensuring communications are accessible and inclusive for customers from diverse backgrounds and those with accessibility requirements.
CHECKING FOR NETWORK OUTAGES
Customers can access the outage register to check for planned maintenance or unplanned outages affecting their area by visiting the link below
Click here to check the Historical Outages Register to view previously reported outages and maintenance activities or visit https://www.telstra.com.au/outages/outage-register
Click here to check Current Outages to view active outages and service disruptions affecting your area or visit https://www.telstra.com.au/outages .
COMPLAINTS AND FEEDBACK
Customers and their authorised representatives may raise complaints regarding network outages or related service concerns.
Telsim is committed to handling complaints fairly, efficiently, and transparently.
For additional information, please refer to: