As per the Telecommunications (Customer Communications for Outages) Industry Standard 2024
In the event of a major outage or significant local outage of the nbn® network, nbn will provide updates on the network outages page of the nbn website. Where a major outage is not caused by a natural disaster, nbn will also provide updates via nbn's X social media channel.
nbn will also notify relevant Retail Service Providers (RSPs), other relevant carriers we have a commercial arrangement with, and relevant stakeholders as soon as possible after we detect, or are notified of, a major or significant local outage.
nbn will aim to provide updates, in the same manner, at least once every six hours for the first 24 hours of an outage and at least once during each subsequent 24-hour period, where reasonably practical based on the circumstances and information available at the time. If we become aware of a material change that relates to the outage, we will endeavour to provide an update with details of the material change as soon as reasonably possible, including providing a further notification once services have been restored.
Notifying Retail Service Providers (RSPs) and other relevant carriers
In the event of a major outage, nbn will communicate with RSPs using our established unplanned network outages channels - the nbn Service Portal, nbn Service Portal email notifications and nbn Platform Interfacing Service (NPIS) Infrastructure Restoration Trouble Ticket API. In addition to these established processes, we will also send an email notification to RSPs and other relevant carriers we have a commercial arrangement with via nominated email addresses.
Notifying relevant stakeholders
In the event of a major outage, nbn will communicate information about the outage to relevant stakeholders using their nominated email addresses.
Relevant stakeholders include:
- The emergency call person for 000 and 112 and the emergency call person for 106;
- The Australian Communication and Media Authority (ACMA);
- The Department administered by the Minister administering the Act (which is currently the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts);
- The National Emergency Management Agency;
- The Telecommunications Industry Ombudsman; and
- Nominated Emergency Service Organisations.
Note: As per the Industry Standard a major outage means any unplanned adverse impact to a telecommunications network used to supply relevant carriage services to end users that:
- (a) results in an end user being unable to establish and maintain a carriage service; and
- (b) affects, or is likely to affect:
- (i) 100,000 or more services in operation; or
- (ii) all relevant carriage services supplied using the telecommunications network in a State or Territory; and
- (c) is expected to be, or is, of a duration longer than 60 minutes
As per the Industry Standard a significant local outage means any unplanned adverse impact to a telecommunications network used to supply relevant services to end users that:
- (a) results in an end user being unable to establish and maintain a relevant carriage service; and
- (b) affects, or is likely to affect:
- (i) 1,000 or more services in operation in regional Australia; or
- (ii) 250 or more services in operation in remote Australia; and
- (c) is expected to be, or is, of a duration longer than:
- (i) if the services in operation are in regional Australia – 6 hours; or
- (ii) if the services in operation are in remote Australia – 3 hours; and
- (d) is not a major outage.
If you require translated information, please call translation and interpretation (TIS National) on 131 450 and ask to be transferred to the nbn contact centre on 1800 687 626.