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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 AHOW TELSIM RESPONDS DURING MAJOR & LOCAL OUTAGES NOT CAUSED BY A NATURAL DISASTER
When Telsim receives notification of a major outage or significant local outage affecting, or likely to affect, its customers, Telsim will communicate information as soon as practicable and in accordance with the applicable regulatory requirements.
Notifications to affected customers
For a major outage or significant local outage that is not caused predominantly by a natural disaster, Telsim will attempt to notify each affected or potentially affected customer as soon as practicable after receiving the relevant outage notification.
Depending on the circumstances and available customer contact details, notification will be attempted through at least one of the following methods:
- SMS to the relevant customer mobile number.
- Email to the customer’s registered email address.
- The Telsim application, where an applicable customer notification function is available.
Telsim will take reasonable steps to select communication methods that are most likely to reach affected customers, having regard to the nature and extent of the outage.
Keeping You Informed
Click here to view our Telsim Outage Communication Procedures At Telsim, we understand the importance of reliable mobile and internet services for everyday life and emergencies. We aim to minimise service disruptions and keep customers informed during natural disasters, major outages, and significant local outages.
Website and customer support information
Telsim will make information about a major outage available through its website and customer care centre. For a major outage that is not caused predominantly by a natural disaster, Telsim will also communicate information through its primary social media account or another appropriate media channel.
For a significant local outage that is not caused predominantly by a natural disaster, Telsim will make information available through its website and customer care centre.
Where a major outage or significant local outage is caused predominantly by a natural disaster, Telsim will make information available to the public through its website as soon as practicable after receiving the relevant notification.
Website information will be presented in an easily accessible form and updated as required under the applicable outage communication requirements.
Website: https://www.telstra.com.au/outages
Customer care: 1300 835 746
Email: support@telsim.com.au
Primary social media: https://www.facebook.com/telsimaustralia
https://www.instagram.com/telsimaustralia
Live chat
Information Provided During an Outage
As information becomes available, Telsim will communicate as much of the following information as is available at the time of the notification or update:
- Scale of the outage: The estimated or known extent of the outage, including the number of relevant services affected, where available.
- Cause of the outage: The known or likely cause, where available and where disclosure would not reasonably be expected to compromise telecommunications network security or national security.
- Areas affected: The geographic areas affected, or likely to be affected.
- Services affected: The types of services affected, such as voice calls, SMS and mobile data, where relevant.
- Next update: The estimated timeframe for the next outage update.
- Expected restoration: The estimated timeframe for restoration, where this information is available.
- Contact and assistance details: How customers can obtain additional information or assistance, including Telsim’s contact details, the relevant website page and available real-time or near-real-time support channels for urgent assistance.
Restoration estimates and other outage details may change as technical investigations progress. Where information is not available when the initial communication is issued, Telsim will provide further information as it becomes available.
Telsim may withhold information about the cause or likely cause of an outage where it has reasonable grounds to believe that disclosing the information could compromise telecommunications network security or national security.
Outages Caused by Natural Disasters
Natural disasters, including severe storms, floods, bushfires and other significant events, may damage telecommunications infrastructure, interrupt power supplies or restrict access to affected areas.
Where a major outage or significant local outage is caused predominantly by a natural disaster, Telsim will make information about the outage available to the public through its website as soon as practicable after receiving the relevant notification.
Where information is available, the website update will include:
- The areas and services affected.
- The known or likely scale and cause of the outage, subject to applicable security restrictions.
- The estimated timeframe for the next update.
- The expected restoration timeframe, where available.
- Contact details and information about how customers can obtain additional assistance.
Telsim will update its outage information as required by the applicable requirements and as further information becomes available.
During a natural disaster, restoration may depend on access to damaged infrastructure, electricity supply, site safety and the work of network and emergency response teams. Restoration timeframes may therefore change.
Regular Outage Updates
Telsim will provide updates about a major outage or significant local outage until the relevant affected services have been fully restored, in accordance with the applicable requirements.
Updates will be provided:
- As soon as practicable after Telsim becomes aware of a material change relating to the outage.
- Where there is no material change, as frequently as Telsim considers an update necessary, and at least once every six hours during the first 24 hours of the outage.
- At least once during each subsequent 24-hour period while the affected services remain unrestored.
Each update will explain the material change, where one has occurred, or state that there has been no material change to the outage. Where available, updates will include revised information about the affected areas and services, the scale of the outage, the expected restoration timeframe and the estimated timeframe for the next update.
Updates will be communicated to the relevant affected customers and the public through the same communication methods or channels used for the earlier notification or communication, as required by the Industry Standard.
Customers should refer to Telsim website and the official Telsim communication channels for the latest available information.
Restoration of Services
Telsim will notify affected customers and communicate restoration information to the public, as applicable, as soon as practicable after it considers that all relevant carriage services affected by the major outage or significant local outage have been restored.
Restoration information will be provided through the same communication methods or channels used for the original outage notification or communication, in accordance with the applicable requirements.
Where relevant, restoration communications will identify that the affected services have been restored. If a customer continues to experience a service issue after restoration has been communicated, the customer should contact Telsim customer care for assistance.
Getting Urgent Assistance During an Outage
Telsim will, as far as reasonably practicable, make one or more contact methods available to customers who require urgent assistance during a major outage or significant local outage.
Customers can contact Telsim through the following available channels:
- Phone: 1300 835 746
- Email: support@telsim.com.au
- Live chat
The contact method provided for urgent assistance will be easy to access, adequately resourced and capable of responding immediately to requests for urgent assistance. It will enable customers to speak or live chat with a Telsim representative.
For emergencies, customers should contact emergency services on 000. Telsim’s customer support channels are not a substitute for emergency services.
Accessibility and Customer Support
Telsim aims to provide outage information in clear, plain language and in an easily accessible format for customers, including people with disability, people from culturally or linguistically diverse backgrounds and people with other accessibility requirements.
If you need assistance understanding outage information or accessing customer support, please contact Telsim on 1300 835 746 or email support@telsim.com.au. Please contact our support team for guidance on accessing translation or interpretation services, where required.
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 .
Click for NBN outages: the nbn® network outage page and NBN outage register
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: