Outage Communications & Assistance Procedures

 

Our Commitment


We are committed to keeping our customers informed during major or significant local outages. This page outlines how we communicate with you, the public, and provide urgent assistance when telecommunications services are impacted.

How We Notify You


We notify you as soon as practicable after we receive an official notification (a Section 8 Notice) from our supplier carrier. Our goal is to provide timely, accessible information in plain language, including:

  • The scale and nature of the outage
  • Services and regions impacted
  • Estimated timeframes for updates and restoration
  • How you can reach us for support

Communication Channels


We will use multiple channels to communicate, including:

  • Email, SMS, or app alerts to affected customers
  • Our website: https://status.onq.com.au
  • Call centre: 1300 551 153

If a natural disaster is the cause, we will publish outage information on our website only.

Real-Time or Near Real-Time Assistance


If you need urgent assistance during an outage, we offer real-time or near real-time contact methods:

  • Phone support: 1300 551 153

These contact options are human-operated and resourced to support urgent needs. We do not use AI bots for these services.

Outage Updates


We will provide regular updates until all affected services are restored:

  • Every 6 hours in the first 24 hours
  • Every 24 hours after that
  • Immediately when a material change occurs
  • Final notice once services are fully restored

Website and Procedure Availability


This page forms part of our published procedures to comply with the Telecommunications (Customer Communications for Outages) Industry Standard 2024. Our website is hosted with redundancy to ensure availability during outages.

Contact Us


Need help now or have accessibility needs? Contact us directly:

If you need language support, the following services may assist you:

  • Translating and Interpreting Service (TIS National) – Call 131 450 or visit tisnational.gov.au
  • National Relay Service (for people with hearing or speech impairments) – Visit Access Hub
  • Multicultural service centres – Many local councils and community organisations offer assistance in multiple languages

Policy Updates


This procedure is reviewed periodically and may be updated to reflect best practices and regulatory changes.