Telcos to dial up customer communication during outages
Telco companies will be forced to inform customers about major network outages under new rules directed by the communications watchdog.
The Australian Communications and Media Authority will be able to require telcos to let customers know online, by email, social media, radio and TV about the impacts of outages.
The rules follow a review of a network-wide Optus outage in November that left millions of customers without phone or internet services for several hours.
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By continuing you agree to our Terms and Privacy Policy.The review called for clear rules for telcos when it came to what communication customers should expect.
Communications Minister Michelle Rowland said the Optus outage had highlighted the need for significant reform.
“The directions I have issued today will help improve how telcos communicate and engage with their customers during outage situations,” she said.
“Telecommunications services are essential for participation in modern life, and ensuring that systems are working to support people during stressful outages is fundamental.”
The rules laid out by the watchdog will also cover smaller outages confined to local areas.
Ms Rowland said the watchdog would also review industry standards for complaint handling to make sure processes were effective during outages.
“I am conscious that we cannot achieve these important outcomes without all stakeholders working together including government, regulators, consumer groups, industry and the telecommunications industry ombudsman,” she said.
