Telsim Outage Communication Procedures

Telsim is committed to keeping customers informed and providing appropriate assistance during major network outages and significant local outages.

These procedures describe how Telsim communicates outage information to affected customers and the public, provides updates, communicates service restoration and manages requests for urgent assistance.

Telsim will follow these procedures in accordance with the Telecommunications (Customer Communications for Outages) Industry Standard 2024 and other applicable regulatory requirements.

Customer outage communications

For a major outage or significant local outage that is not caused predominantly by a natural disaster, Telsim will attempt to notify affected or potentially affected customers as soon as practicable after receiving the relevant notification, in accordance with the Industry Standard.

Depending on the circumstances and the contact information available, notification methods may include:

SMS to the customer’s registered mobile number.
Email to the customer’s registered email address.
The Telsim application, where an applicable notification function is available.

Telsim will use at least one of the communication methods permitted by the applicable requirements and take reasonable steps to select a method likely to reach affected customers.

Public outage communications

Telsim will make outage information available on its website as soon as practicable after receiving the relevant notification, in accordance with the applicable requirements.

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, as required.

For a significant local outage, Telsim will publish information through its website, including where the outage is caused predominantly by a natural disaster.

Outage information will be presented in an easily accessible form.

Information provided during an outage

As much of the following information as is available at the time will be included in the relevant customer notification or public communication:

The known or suspected scale of the outage, including the number of affected services where available.
The known or likely cause, unless disclosure could compromise telecommunications network security or national security.
The geographical areas affected or likely to be affected.
The types of services affected, such as voice calls, SMS or mobile data.
The estimated timeframe for the next update.
The expected restoration timeframe, where available.
Contact details and information about how customers can obtain additional information or urgent assistance.

If information is unavailable when the initial communication is issued, Telsim will provide further information as it becomes available.

Outages caused predominantly by natural disasters

Where an 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.

The information will include the available details required under the Industry Standard, such as affected areas and services, outage scale and cause where appropriate, update timeframes and estimated restoration information.

Telsim will monitor information received from its network provider and update its website as required.

Regular outage updates

Telsim will provide outage updates until the affected services have been fully restored, in accordance with the Industry Standard.

Updates will be provided:

As soon as practicable after Telsim becomes aware of a material change relating to the outage.
If there is no material change, as frequently as Telsim considers 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 describe the material change or state that there has been no material change, as applicable.

Updates will be communicated using the same communication methods or channels used for the earlier notification or communication, as required by the Industry Standard.

Service restoration communications

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 outage have been restored.

Restoration communications will be provided through the same communication methods or channels used for the original notification or communication, in accordance with the applicable requirements.

Customers who continue to experience service issues after restoration has been communicated will be directed to contact Telsim customer support.

Urgent assistance during outages

During a major outage or significant local outage, Telsim will, as far as reasonably practicable, make one or more contact methods available to enable customers to seek assistance using real-time or near-real-time communications.

The designated urgent-assistance channel must be easy to access, adequately resourced and capable of responding immediately to requests for urgent assistance. It must enable customers to speak or live chat with a Telsim representative.

Communication with Carriers, Service Providers and Relevant Stakeholders

Where applicable to Telsim’s role and responsibilities, Telsim will communicate relevant outage information to the responsible network provider, other carriers, carriage service providers and relevant stakeholders in accordance with the Industry Standard and its network-provider arrangements.

Communications will include the available information about the outage, required updates and service restoration information, as applicable.

Telsim will coordinate with its network provider and relevant parties to obtain accurate outage information and communicate material updates as soon as practicable.

Customer support contact details:

Phone: 1300 835 746
Email: support@telsim.com.au
Live chat: https://www.telsim.com.au/contact-us/

Customers experiencing a life-threatening emergency should contact emergency services by dialling 000. Telsim customer-support channels are not a substitute for emergency services.

Outage records and review

Telsim will maintain appropriate records of outage notifications received and communications made under these procedures, in accordance with its internal recordkeeping requirements and applicable legal obligations.

Where appropriate, Telsim will review outage communications and customer-support handling after a significant outage to identify opportunities to improve its response.

These procedures will be reviewed periodically and when material changes occur to the applicable regulatory requirements, Telsim’s network-provider arrangements or its outage communication processes.

Telsim Outage Communication Procedures