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Our communication process for major outages

As per the Telecommunications (Customer Communications for Outages) Industry Standard 2024

In the event of a major outage of the nbn network, nbn will provide updates on the network outages page of the nbn website and via nbn's X social media channel. 

nbn will also notify relevant Retail Service Providers (RSPs), other relevant carriers and relevant stakeholders as soon as possible after we detect, or are notified of, a major outage. 

nbn will aim to provide updates at least once every six hours for the first 24 hours of a major 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 as soon as reasonably possible, including providing an update once services have been rectified.

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 RSP and other relevant carriers' nominated email addresses.

Notifying relevant stakeholders

In the event of a major outage, nbn will communicate 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; and
  • The Telecommunications Industry Ombudsman.

Note: As per ACMA Standard a major outage means any unplanned adverse impact to a telecommunications network used to supply 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 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

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.