How to ask for compensation.
Mass service disruptions or outages
When a service outage happens, it can cost you money or cause real stress. If your provider’s actions caused the impact, you may be able to claim compensation.
TIPS
How you can work with your provider on a mass disruption or outage
Report the outage and its impact on you as soon as possible
Ask your provider when they will restore your service and for updates
Keep a record of outages, your losses and any receipts
Ask your provider about compensation once your service is back on
Tip: Want the next steps?
Expectations
What we expect your provider to do
If a mass service disruption or outage affected you, your provider should:
Keep you informed
Your provider should tell you what’s happening and when they expect to fix it.
Restore service quickly
Your provider should restore services as fast as they can.
Tell you about compensation
Your provider should explain how you can claim compensation for the impact it had on you.
Compensate you fairly
Where their actions caused you loss, your provider should consider the impact and compensate you fairly.
Ready to make a complaint?
10-20 minutes
CONSIDERATIONS
We look at...
We look at what caused the disruption and how it affected you.
If it was a Mass Service Disruption - a mass service disruptions are outages that affect 100,000 or more people
If your provider’s actions caused the disruption
How long the disruption lasted and how it impacted you
What your provider did to put things right