Telco customers across Australia will soon receive clearer and timelier updates when their phone or internet goes down, following new rules introduced by the Australian Communications and Media Authority (ACMA).
These rules aim to ensure people aren’t left in the dark during outages that can disrupt lives, businesses, and even public safety.
Set to commence from 30 June 2025, the new obligations require telcos to share specific information with affected customers. This includes when an outage begins, which areas are impacted, what services are affected, and how long it’s expected to last. Updates must be provided through both direct and public channels in ways that are accessible and easy to understand.
“When your phone or internet goes down it’s not just frustrating, it can cause significant issues, including disrupting businesses and impacting public safety,” said ACMA member Samantha Yorke.
“These new rules will make sure that telco customers are kept up to date about what is going on during local outages and informed about when their service might be restored.”
The shift responds directly to lessons learned from the major Optus outage in November 2023, which triggered over $12 million in penalties and revealed the gaps in emergency communications. The new standards now extend protections to regional and remote communities, ensuring updates during outages that affect 1,000 or more services in regional areas (for over six hours) and 250 or more in remote areas (for over three hours).
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Importantly, telcos will also be required to share outage details with police, fire, and ambulance services. This forms part of a wider strategy to prioritise safety and emergency access—particularly around Triple Zero calls.
“Improving industry accountability for the carriage of calls to Triple Zero will give Australians greater confidence that their safety is prioritised when networks are down,” Yorke added.
In a media and public relations landscape where communication is key, these rules aim to hold telcos to a higher standard. They also introduce stricter complaint handling processes, with a focus on accessibility, timely resolutions, and support for vulnerable consumers.
“These rules are a significant uplift in protections for Australian telco consumers,” Yorke said. ACMA has confirmed it will monitor compliance closely and review the changes 12 months after implementation.
The message is clear: keeping people informed isn’t optional—it’s essential.
Adrianne Saplagio is a Content Producer at Comms Room, where she combines her passion for storytelling with her expertise in multimedia content creation. With a keen eye for detail and a knack for engaging audiences, Adrianne has been instrumental in crafting compelling narratives that resonate across various digital platforms.
