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1300 835 324

Stay Safe from Scams and Fraud

Website is currently undertaking maintenance work and some resources/functions may not be available during this time: September 28th 7.00pm – 10.00pm

Network Outages

Outage Info

At TeleChoice, we know that staying connected matters. This page sets out how we keep you informed and supported if a major outage affects the network.

Need urgent help during an outage?

We’re happy to assist with service-related questions during an outage. But if you’re facing a life-threatening emergency, always call 000 immediately (or 112, or 106 for the hearing or speech impaired).

What counts as a major outage?

We treat an outage as major when it’s an unplanned network disruption that:

  • Stops customers from making or receiving calls, sending SMS, or using mobile data.
  • Affects 100,000 or more services, or every service across an entire State or Territory.
  • Is likely to continue for longer than 60 minutes.

What counts as a significant local outage?

A significant local outage is an unplanned network disruption that:

  • Stops customers from making or receiving calls, sending SMS, or using mobile data; and
  • Affects either:
    • 1,000 or more services in regional* Australia; or
    • 250 or more services in remote* Australia; and
  • Is likely to last:
    • more than 6 hours in regional Australia; or
    • more than 3 hours in remote Australia.

*Regional or remote Australia refers to areas outside major metropolitan centres, as classified under the Australian Statistical Geography Standard (ASGS).

What we do during an unplanned outage

If an unplanned major outage occurs, here’s what you can expect from us:

  • Timely notifications: We’ll aim to let you know about a major outage through our website and app as quickly as we can.
  • Support in real time: We’ll make real-time channels such as live chat available so you can reach our team without delay.
  • Accessible communication: We’ll provide outage information in accessible formats on request, along with alternative ways to get in touch for anyone who needs them.

Outages caused by a natural disaster

If we become aware that a natural disaster, such as a bushfire, flood, storm, cyclone or earthquake, has caused, or is likely to cause, widespread disruption to a community and the network, we’ll publish information on our website.

Our commitment to you

You can count on us for:

  • Transparency: We’ll keep you updated on the outage and on what we’re doing to restore services.
  • Support: Our team will be reachable through a range of channels, including our call centre and online support.
  • Accessibility: We’ll make outage information available to everyone, including people with disability and those from diverse backgrounds.

Search for an outage

You can check your address or suburb for planned and unplanned outages at https://www.telstra.com.au/outages. You can also review Telstra’s historical outage register.

Making a complaint

Everyone has the right to raise a complaint, including people acting on a customer’s behalf, and we make sure every network outage complaint is handled effectively, impartially and fairly. If you’d like to make a complaint, please contact us. For more detail, see our Complaints Handling Policy.

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