Consumers who experienced impacts as a result of the recent outage should first contact their provider to discuss any concerns or to request compensation.
People may have experienced lost income, disruptions to business or difficulty accessing critical services during the outage.
If applying for compensation, it can help to keep records of:
- Attempts made to contact the provider and their responses
- How long services were disrupted
- Any extra costs incurred because of the outage, such as buying additional mobile data, travelling to access communications or losing business sales
- Receipts, invoices or other proof of expenses
- Records showing impacts of the outage, such as screenshots, emails or messages about disrupted work or missed appointments.
Providers should consider someone’s individual circumstances when offering support, particularly when people are experiencing vulnerability, financial hardship, medical needs, safety concerns or other significant impacts.
If consumers can’t reach a resolution with their provider, they can make a complaint to the TIO. We will assess each complaint on its individual circumstances and work with consumers and providers to facilitate a fair outcome.
