Introduction
The following is a summary of our Network Outage Complaint Handling Policy. You can access the full policy here: Activ8me Network Outage Complaint Handling Policy.
This policy outlines our process for handling Service Outage Reports which are determined to be caused by a network outage. Service Outage Reports which are not caused by an outage are handled through our Customer Support team’s standard troubleshooting procedures.
This policy works in conjunction with our Outage Communications Policy and outlines our minimum actions and processes for network outage complaints handling.
You can use the contact form below, or the alternate contact methods listed on this page, to make a Service Outage Report or to enquire about a potential network outage.
What is a Service Outage Report?
A Service Outage Report is an initial call or contact from a customer indicating their service is not working.
You can lodge a Service Outage Report on this page using the form below, as well as find the other channels through which you can submit a Service Outage Report.
What is a Network Outage?
A network outage is any unplanned disruption to services that results in customers being unable to establish or maintain an internet connection.
Our Network Operations Centre (NOC) monitor services across the country, and when a widescale drop in connections is detected they get to work immediately to determine the extent and cause of the dropouts.
This includes contacting our wholesale providers to get as much information on the cause and timeframe of the disruption as possible.
Using the information from NOC and our wholesale providers, we inform our Customer Support teams of the situation and notify affected customers.
What is a Network Outage Complaint?
A Network Outage Complaint is a Service Outage Report where we determine (or suspect) a network outage is the cause of the issue with the customer’s service.
A Network Outage Complaint doesn’t apply to outages caused by natural disasters. However customers affected by natural disasters should review and consider making an application for assistance under our Natural Disaster Assistance Policy.
Dissatisfied consumers who’s issue doesn’t qualify as a Network Outage Complaint still have the right to raise a complaint as per our Complaint Handling Policy.
Types of Network Outage Complaints
Network Outage Complaints are classified into different categories. Some Network Outage Complaints will be considered urgent.
Urgent Network Outage Complaints include:
- Outages resulting in a risk to a customer’s personal safety, or a serious health risk; or
- Outages which involve a priority assistance customer and the service for which they are receiving priority assistance.
We’ll always attempt to resolve all Network Outage Complaints as soon as possible.
Network Outage Complaint Handling Process
A summary of the process is as follows:
- Receipt and Acknowledgement: Once your Service Outage Report is determined to be a Network Outage Complaint, you’ll receive an acknowledgment with a unique reference number, any known estimated timeframe for the resolution of the outage, information on our default resolution, as well as contact methods and links to information on our website where you can get further updates.
- During the Outage: We’ll update you every time there’s any changes to the scope or severity of the outage as soon as we’re made aware of it. If there’s no updates, we’ll still provide notifications stating there have been no changes to the outage at least once every six hours for the first 24 hours of the outage, and at least once during each subsequent 24-hour period.
- Once the Outage is Resolved: We’ll notify you when your service is restored, along with any further information (or links to information on our website) that might assist you getting back online.
- Default Resolution: The default resolution is the restoration of your service, which we’ll attempt to do as soon as possible. If your Network Outage Complaint is urgent, we’ll help you stay connected with interim options (if available).
- Closing Network Outage Complaints: Your Network Outage Complaint is resolved when your service is restored and you receive written confirmation. We’ll close the complaint once you confirm your service is back online or after 3 business days without a response. For urgent complaints, we’ll confirm the resolution within 2 business days before closing the complaint.
What happens if I’m not happy with the outcome of my Network Outage Complaint?
If you have raised your Service Outage Report with us and we’ve confirmed it is a Network Outage Complaint, but you aren’t happy with the way your complaint was addressed or how it was resolved, you have the right to:
If your complaint is not resolved within 30 calendar days from the date we received it and we haven’t already done so, we’ll inform you of your right to escalate the matter to the Telecommunications Industry Ombudsman (TIO). This information will be provided no later than the next working day after the 30-day period has ended.
You can lodge a complaint with the TIO by visiting www.tio.com.au or by calling 1800 062 058.
For broader telecommunications issues that may fall outside of the jurisdiction of the www.tio.com.au, you can contact the Australian Communication and Media Authority (ACMA).
We won’t cancel your service for the sole reason that we weren’t able to resolve your Network Outage Complaint and you pursued options for external dispute resolution.
How to lodge a complaint
We can assist you if you require help formulating, making and/or getting updates on the progress of your complaint. When you lodge a complaint, you’ll receive a unique reference number to enable you monitor the progress of your complaint. You can quote this reference number when speaking with us.
You can lodge a complaint in any of the below options.
- Phone 13 22 88 (Weekdays 8am – 8pm, Weekends 8am – 5pm AEST/AEDT Vic time)
- Email outagecomplaints@activ8me.net.au
- Online using the form below
- Post
Activ8me Complaints Department,
279 Dundas Street,
Preston Vic 3072 - Non-English-Speaking customers can call the Government Interpreter Service Line on 131 450 for assistance raising a complaint
- If you have a disability and need help to make a complaint or understanding our process, please call the National Relay Service on 133 677
- Individuals who are deaf or hard of hearing can also use the National Relay Service to communicate their complaint by calling 133 677
- For payment assistance, please see our Payment Assistance Policy which can be found here: www.activ8me.net.au/policy/payment-assistance-policy
