Network Outage Complaints Handling Process

ABOUT NETWORK OUTAGE COMPLAINTS

A network outage complaint may arise when:

A customer contacts Telsim advising they are unable to access or maintain mobile network services; and
Telsim reasonably believes the issue may be linked to a major network outage or significant local network disruption affecting the service.

Customers can refer to the Telsim outage support resources for further information regarding service disruptions.

Please note that outages primarily resulting from natural disasters such as bushfires, floods, cyclones, storms, or similar large-scale events may be managed under Telsim’s broader customer complaints process rather than this dedicated outage process.

OUR APPROACH TO OUTAGE COMPLAINTS

Telsim understands the inconvenience and impact that unexpected network disruptions can have on customers. We are committed to handling outage-related complaints fairly, efficiently, and respectfully while working towards restoring affected services as quickly as possible.

WHO CAN LODGE A COMPLAINT

Any customer, authorised representative, or advocate may submit a network outage complaint.

Telsim is committed to managing all complaints in an impartial, transparent, and equitable manner. There is no charge for lodging a complaint, and customers will receive a unique reference number to track the progress of their matter.

We also aim to provide appropriate assistance to customers with disabilities, accessibility requirements, or customers from culturally and linguistically diverse communities.

CONTACTING TELSIM

Customers can contact Telsim regarding network outage complaints through the following channels:

Live Chat : Available through the Telsim website or support portal.

Online Support : Customers may submit complaints through their online account or support platform 24 hours a day, 7 days a week.

Phone Support : Customers may contact Telsim Customer Support during operating hours through the published customer care numbers.

Interpreter & Accessibility Services : Customers who require language assistance may access the Translating and Interpreting Service (TIS). Customers who are deaf or have hearing or speech impairments may also use the National Relay Service (NRS).

Postal Correspondence : Telsim, PO Box 230, Crows Nest NSW 1585, Australia

INITIAL ASSESSMENT OF SERVICE OUTAGES

When a customer reports a service issue, Telsim will take reasonable steps to assess whether the issue may relate to a broader network outage.

Where an outage is identified or reasonably suspected, the matter will be managed as a network outage complaint under this process.

ACKNOWLEDGEMENT OF COMPLAINTS

Once a network outage complaint has been registered, Telsim may provide confirmation including:

Notification that the matter is being managed as a network outage complaint;
A reference number for tracking purposes;
Information regarding available support and communication channels;
Details about the expected restoration process; and
Information on where outage updates and relevant policies can be accessed.

RESTORATION OF SERVICES

Telsim’s primary objective during a network outage is to restore affected services as soon as reasonably practicable.

For urgent cases involving personal safety concerns, serious medical risks, or priority assistance customers, Telsim will make reasonable efforts to provide additional support or alternative options where available. Within 2 calendar days of issuing our restoration notification, we will contact you to confirm whether the default resolution has been successfully implemented. If the restoration was not successful, we will take the necessary steps to reimplement the resolution within 2 working days.

A network outage complaint will generally be considered resolved once:

The affected services have been restored;
Customers have been informed of service restoration; and
Customers have been provided with information regarding further assistance or escalation options if required.

ESCALATING A COMPLAINT

If a customer believes their issue has not been adequately resolved after service restoration, they may request further review or submit an additional complaint seeking an alternative resolution outcome.

Such matters may be handled under Telsim’s standard complaints handling procedures

EXTERNAL COMPLAINT OPTIONS

If a customer is dissatisfied with the handling of their complaint, they may contact the Telecommunications Industry Ombudsman (TIO), an independent external dispute resolution body for telecommunications services in Australia. The TIO can be contacted on 1800 062 058, fax on 1800 630 614, at https://www.tio.com.au/contact-us , by using their inline network outage complaints form at https://www.tio.com.au/network outage complaints or by writing to TIO, PO Box 276, Collins Street West, Melbourne, Victoria 8007.

Customers are encouraged to first attempt resolution directly with Telsim before escalating the matter externally. Customers may also contact relevant Australian regulatory authorities where appropriate, including:

Australian Communications and Media Authority (ACMA)
Australian Competition and Consumer Commission (ACCC)

CONTINUOUS IMPROVEMENT

Telsim maintains records of network outage complaints to help identify recurring issues, improve customer support processes, and enhance service reliability. We regularly review our complaints handling procedures to support fair, efficient, and timely outcomes for customers.

CUSTOMER RIGHTS

Nothing within this document limits any rights or protections available to customers under applicable Australian consumer protection laws, telecommunications legislation, or Telsim customer terms and conditions.