Supporting you during a major outage

 

Article content valid from 31 December 2024

 

 

What is a major outage?

A major outage is a disruption in a telecommunications network that we use which:

  • Affects, or is likely to affect, 100,000 or more services in operation
  • Affects, or is likely to affect, all phone or internet services in a State or Territory
  • Is expected to last for more than 60 minutes

Notifying you of a major outage

During a major outage, we will place a notification on our webpage at amaysim.com.au as well as the amaysim app.

Each notification will explain:

  • The scale or suspected scale of the major outage
  • The cause or likely cause of the major outage (where possible)
  • The geographic areas impacted or likely to be impacted by the major outage
  • The types of carriage services impacted or likely to be impacted by the major outage
  • The estimated timeframes for updates in relation to the major outage
  • The estimated timeframe for rectification of the major outage

We will also make this information available via our call centre and https://amaysim.statuspage.io/.

When we provide a notice to you about a major outage, we will also explain how you can contact us to get additional information or assistance.

Updates during and after an outage

If a change occurs during an outage, we will make that information available as soon as we become aware of it via the notification channels described above.

Otherwise, we will provide updates every 6 hours within the first 24 hours of an outage and then once every 24 hours after that.

Where there is no change to a major outage, we will advise accordingly.

As soon as possible, after we’ve been made aware that an outage has been rectified, we will publish additional notices to inform you of the network status.

Assistance during an outage

Our call centre and messaging services will be available as soon as possible, so you can get the help you need during an outage.

Natural disasters

Unfortunately, we won’t be able to communicate outages caused by a natural disasters (e.g., fire, flood, storm or earthquake).