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Financial loss for businesses

When your service goes down, your business can lose sales, bookings or customers. If your provider’s actions caused that loss, we may be able to help you.

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TIPS

How you can work with your provider on business loss

  1. Tell your provider about the disruption or outage and its impact on your business as soon as you can

  2. Ask how they can help your business stay connected

  3. Try to minimise your loss. For example, arrange other ways to stay connected

  4. Keep records and tax receipts for any money you spend to minimise your loss

Tip: Want the next steps?

How to ask for compensation.

Expectations

What we expect your provider to do

If a disruption or outage cost your business money, your provider should:

  • Look into it

    Your provider should investigate the disruption, its cause, and its impact on your business.

  • Help you stay connected

    Your provider should offer or suggest other ways to keep your business running.

  • Compensate your business for the loss it caused

    Where you can show your provider caused business loss, they should compensate your business fairly.

  • Respond in good time

    Your provider should respond to your claim promptly.

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CONSIDERATIONS

We look at if your provider’s actions caused business loss, your supporting information and the impact on your business

  • If your provider’s actions caused business loss

  • The information supporting business loss

  • What you did to minimise business loss

  • The impact the loss had on your business

POSSIBLE OUTCOMES

Depending on your issue, we may ask your provider to...

If a disruption or outage cost your business money, your provider should:

  • Compensate business loss

    Consider paying the business for any loss you can show their actions caused.

  • Refund charges

    Not charge for services when the business was unable to use them.

  • Apologise

    Apologise for the disruption and its impact on your business.

  • Respond in good time

    Your provider should respond to your claim promptly.

How we've helped others