Network outages in NSW, QLD and WA
The role of the Telecommunications Industry Ombudsman is to handle disputes. If you are in an emergency situation or require medical assistance, please call 000.
How we can help
If you have contacted your provider and are unhappy with the response, you can make a complaint with the Telecommunications Industry Ombudsman.
If you have not contacted your provider, or are unable to contact them, we can forward your complaint to your provider on your behalf.
What if you experience a business loss as a result of an outage or fault?
Keep detailed records of the outage’s effect on your customers and business partners, and any losses incurred. For example, keep emails from customers who’ve had difficulty contacting you or making a purchase. To claim compensation for business loss, you will need to show steps taken to protect your business from the impacts of losing service.
What the TIO can do if you experience business loss as result of an outage
We can consider a claim for financial loss caused by a breach of an obligation that a telco owes the consumer. To assess a claim, we would:
- Determine if there was a breach by the telco
- Assess if the breach caused the loss you are claiming
- Determine the amount of the loss
- We will also consider what a fair and reasonable outcome would be.
We will keep updating this page as soon as we have further information.
Last updated 4 July 2025