If there’s ever a disruption to our services, we’ll always try to resolve it as quickly as possible for you. However, sometimes we might experience a mass service disruption, such as during a flood, bushfire or other extreme weather conditions and therefore fixing it can take longer than expected. During mass service disruptions there might be delays to installation and repair activities and telephone services may also go down.
To keep you informed, we’ve written this blog to explain what you should do in the event of a mass service disruption.
There are several things you can do to ensure you continue to receive calls or have access to the internet during any downtime.
You can visit our service & network status page to check for any known outages or service disruptions to our Mobile, Broadband and Fixed Phone networks in your local area.
Just enter your city/suburb name to stay up-to-date on any planned repairs, maintenance or outages in your area.
If an area/region has been officially declared as part of a mass service disruption, it will be published on this page on the Optus website and in major newspapers.
More information on mass service disruptions and the Customer Service Guarantee (CSG) can be found here.
A Mass Service Disruption can be declared when normal operations for our standard fixed services are significantly disrupted by circumstances beyond our control. When a Mass Service Disruption exemption is declared, performance standards as required under the Customer Service Guarantee (CSG) Standard will not apply.
Exemption from the CSG performance standards is fully explained in Part 3 of the CSG Standard. Please refer to the ACMA website if you would like to view the CSG Standard and related information.
There are a number of reasons why these delays can occur:
The size and location of a mass disruption will directly impact the time taken to fix services.
Optus will always work to resolve any service disruptions as quickly as possible. However, during times of mass disruption like floods, bushfires and other extreme conditions it can sometimes take longer than expected.
There are a number reasons why these delays can occur:
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