Keeping you connected: Our approach to major outages.

 

At Everyday Mobile from Woolworths, we understand how important it is for you to stay connected. That's why we have a robust plan in place to manage unplanned outages and keep you informed every step of the way.

Need urgent assistance during an outage?

While we're here to help with service-related queries during an outage, please remember that in a life-threatening emergency, always call 000 immediately, 112 or 106 (hearing or speech impaired).

This page outlines our commitment to keeping you informed and supported during any major outage.

What is a major outage?

We define a major outage as any unplanned network disruption that:

• Prevents customers from making or receiving calls, sending SMS, or using mobile data.
• Affects 100,000 or more services, or all services within a State or Territory.
• Is expected to last for more than 60 minutes.

What is a significant local outage?

A significant local outage is an unplanned network disruption that:

• Prevents customers from making or receiving calls, sending SMS, or using mobile data;
• Affects:
  • 1,000 or more services in regional* Australia; or
  • 250 or more services in remote* Australia; and
• Is expected to last
  • more than that 6 hours in regional Australia; or 
  • more than 3 hours in remote Australia.

* Regional or remote Australia refers to areas located outside major metropolitan centres, as classified under the Australian Statistical Geography Standard (ASGC).

What we do during an unplanned outage?

In the event of an unplanned major outage, here's what you can expect from us:

• Prompt Notifications: We'll try to notify you of a major outage as soon as possible via email or SMS.
• Regular Updates: We're committed to providing frequent updates, every six hours during the first 24 hours (during business hours), and at least once every 24 hours after that. We'll also keep you informed of any material changes as they occur. These updates will be shared via our website, call centre, and other channels.
• Detailed Information: Our updates and notifications will include the outage's scale, the cause (if it's safe to disclose), affected locations, the services impacted, how often you can expect updates, an estimated fix time (if available), and ways to contact us.
• Real-time Support: We'll provide real-time communication options, like live chat, so you can get immediate assistance from our team.
• Accessible Communication: We'll ensure outage information is available in accessible formats upon request, and we'll provide alternative contact methods for those who need them.

Unplanned outages caused by a natural disaster.

When we learn that a natural disaster (such as a fire, flood, storm, cyclone or an earthquake) has caused or is likely to cause widespread disruption to a community and the network, we will provide information on our website.

Our commitment to you.

We're dedicated to providing you with:

• Transparency: We'll keep you informed about the outage and our efforts to restore services.
• Support: Our team will be available to assist you through various channels, including our call centre and online support.
• Accessibility: We'll ensure outage information is accessible to everyone, including those with disabilities and those from diverse backgrounds.

Outage search.

You can search your address or suburb for planned and unplanned outages at https://www.telstra.com.au/outages.

Make a complaint.

Anyone has the right to make a network outage complaint, including representatives of consumers, and we ensure that all network outage complaints are dealt with effectively, impartially and equitably. Please contact us if you wish to make a complaint. For more information, refer to the Complaints Handling Policy - Network Outages.