Our Communication Procedures for Major Outages

In compliance with the Telecommunications (Customer Communications for Outages) Industry Standard 2024, we have procedures to ensure timely and accessible communication during major outages of upstream carrier networks. These procedures may be updated periodically.

Receiving Notifications

We will monitor for notifications about major outages from upstream carriers. We will process these notifications promptly to ensure customers are informed and kept up-to-date.

Notifying Customers

When we receive notification of a major outage we will attempt to:

• send email notifications to all affected customers
• update our call centre
• update our website
• update our social media

As far as possible, notifications will include the following information:

• Details of the affected carrier and network.
• Geographic and service impacts.
• Contact information for assistance.
• A summary of the outage details

Updating Call Centres

We will provide call centre staff with the same information to help address customer inquiries. Staff can also direct customers to our website or social media for updates where appropriate.

Publishing Information

We will publish outage information on the following platforms:

• Website: Outage updates will appear on our main website.
• Social Media: Notifications will be posted to Facebook.

Identifying Affected Customers

We maintain service attribute data that can be used to help identify which customers are likely to be affected.

Training and Systems Development

We are committed to continuous training and the development of robust systems to:

• Process notifications effectively.
• Generate compliant and timely customer communications.
• Keep our call centres and public platforms updated with accurate information.

Final Rectification Notice

When the outage is resolved, we will send a final update confirming the restoration of all services.

Managing Urgent Assistance Enquiries

Important: If you are experiencing a life-threatening emergency, please call 000 immediately. We cannot respond to emergency situations and do not provide life-critical services.

We are committed to assisting customers during major outages. For urgent inquiries related to your services with us, we provide a support line listed at https://www.skymesh.net.au/contact.

While this contact method aims to provide timely support, please note:

• We provide this contact method on a best-effort basis to assist as many customers as possible.
• Response times may vary during major outages due to high demand.
• It is not guaranteed to meet the real-time or near real-time standard of an immediate response.

This approach reflects our commitment to ensuring accessible and effective communication during service disruptions.