Mass Service Disruption Notifications
iPrimus prides itself on delivering great customer service and is committed to its obligations in accordance with the Telecommunications (Customer Service Guarantee) Standard 2011 (CSG Standard).
However, occasionally events such as natural disasters and emergencies (e.g. floods and bushfires), extreme weather conditions (e.g. storms and lightning), or damage to our facilities or the facilities of our suppliers, and other things that the Vocus Group cannot control could mean we are prevented from repairing faults or connecting standard telephone services within usual timeframes.
These types of events may trigger a Mass Service Disruption exemption which releases the Vocus Group from complying with the CSG performance standards for the duration of the Mass Service Disruption.
This exemption process is outlined in part 3 of the Telecommunications (Customer Service Guarantee) Standard 2011, which is explained on the ACMA website. Should you wish to challenge an exemption, you can raise the matter with the Telecommunications Industry Ombudsman (TIO). More information and contact details are available on the TIO website.
When a Mass Service Disruption exemption is in place in your area, Vocus will contact you directly or issue a public notice in a daily newspaper and place the full details on our website, www.vocus.com.au/msd.
Major Outage Management
How we manage and communicate during outages
At iPrimus, we understand it is important for you to stay connected. That is why we take outages seriously and have robust systems and processes in place to minimise disruptions and restore services as quickly as possible.
| Proactive Monitoring & Prompt Identification | Prioritised Response | Clear Communication | Continuous Improvement |
| Our network is continuously monitored using advanced systems that help us detect, respond and recover from outages. | We prioritise restoration efforts based on the scope of the outage, ensuring critical services and highly impacted areas are addressed first. | During a major outage, we provide near real-time updates through our website, support portal, social media and direct customer communication channels every two hours so you know what’s happening and when services are expected to be restored. | After every incident, we review what happened and implement measures to prevent similar issues in the future. |
If you require translation assistance, the National Translating and Interpreting Service (TIS) is available online at https://www.tisnational.gov.au/.
How iPrimus Communicates with customers during outages
At iPrimus, we understand it's important to stay connect. We have systems in-place to notify you when there is a Major Outage impacting your service. This includes providing timely updates through our contact centres, LiveChat, email, SMS and social media including what's happening and when services are expected to be restored.
| How we will keep you informed |
| During a major outage, we will be notified of important messages and updates from our upstream network providers, including our mobile network providers, Vocus and nbn. |
| Following notification, our team will review and process these updates to ensure that they are accurate and relevant to you. |
When we have received and processed a notification, we will share this information with you through our social media channels and direct communication channels, making sure it's easy to understand and actionable. Update Timeframe: - iPrimus will communicate about Major Outages as soon as practically possible. - Provide including updates at least once every 6 business hours. - Additional updates Every 2-4 hours on our status pages where possible. |
Where to See Updates:
Our Outages Page:
https://systemstatus.iprimus.com.au/
Additional information on service disruptions:
www.vocus.com.au/msd
Social media:
https://www.facebook.com/iPrimusAU/
Contact centre:
131 789
What information iPrimus will communicate to you during an outage
In any notification or communication provided to our customers and the public during an outage, including where an outage is caused by a natural disaster, we will provide as much information as is available to us at the time of communicating with you. This information relates to:
- Scale – The scale or suspected scale of an outage, including the number of relevant services impacted.
- Cause – The cause or likely cause of an outage (unless this information is reasonably believed to compromise network security or national security).
- Impacted areas – Geographic areas impacted or likely to be impacted.
- Impacted services – Types of services impacted or likely to be impacted.
- Updates – Estimated timeframes for updates in relation to an outage.
- Outage restoration timeframe – Estimated timeframe for restoration of the impacted services.
- Contact information – How you can reach us to obtain additional information or general assistance during an outage.
- Our outages page – Where you can go to for easily accessible information about an outage.
Important Information:
- iPrimus does not support medical or security alarms and cannot provide Priority/Urgent Assistance, including during an outage.
- iPrimus will attempt to communicate outages via email and SMS using the primary contact details on your account. Please ensure these details are up to date to receive any updates.
How will iPrimus manage real-time / near real-time communications with customers requiring urgent assistance during a major outage
For real-time or near real-time communications during a major outage, please note that iPrimus is unable to provide priority or urgent assistance to customers.
If you have a life-threatening emergency, medical emergency, or there is any immediate danger to life, please call 000.
For other enquiries, Directory Assistance may be able to assist you in finding public services. Call 1223. Simply tell them the type of service you need, and they'll connect you with that service.