A long-awaited update to industry rules that direct telecommunications companies on how to communicate with customers during outages has been unveiled by the Australian Communications and Media Authority (ACMA).
The new rules, to be rolled out in two stages starting from the end of July, will see telco customers updated during localised outages, including when an outage occurs, the locations affected, the likely cause of the outage, the types of services impacted and an estimated timeframe for the issue to be resolved.
Triggered by the Optus outage in 2023 that left millions of Australians without service and prevented thousands of emergency calls, today’s announcement extends the current rules on major outages to include definitions on what constitutes a local outages, as well as how telcos deal with emergency call issues and complaints.
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