Jamal lost connection during an active bushfire

The issue

Jamal* lives on a farm in a regional community. A bushfire impacted his community and, despite being assured by his telco that the network was operational, Jamal lost coverage at a critical time.

The investigation

As a result, Jamal was unable to receive warnings from neighbouring farmers or access alerts through his State emergency app.

The outcome

Fed up with a service that put him and his livelihood at risk, Jamal made a complaint with the TIO.

*Name changed for privacy reasons.