Network Outage Communications Procedures

How Check Networks tells customers about network outages: what counts as an outage we communicate, who we notify, what we tell them, through which channels, and when. Published under section 13 of the Telecommunications (Customer Communications for Outages) Industry Standard 2024.

These procedures apply to outages on the Check Networks network and on the upstream networks we supply through. They are referenced from our network outage complaints handling process and reflect the way our outage register and notification system actually operate.

1. Who we communicate with

Check Networks is a wholesale provider. Under the Standard, the customer we notify about an outage is the customer with whom we hold the billing relationship for the affected service: our wholesale partners, and any business customers we serve directly. Where an affected service is supplied to an end user through one of our wholesale partners, we notify the partner, and the partner relays the information to its own end users through its own branded channels.

For each affected account we notify the primary or billing contact, plus every active portal user on that account who has chosen to receive outage notices. Where an affected service has a priority assistance customer, every active portal user on that account is notified regardless of their preference.

2. How an outage is identified and confirmed

  1. Detection. Upstream carrier notifications and our own network monitoring open a draft entry on our outage register automatically. Staff can also open an entry from a service outage report or from their own observation.
  2. Confirmation. A draft is never published automatically. A member of our operations team confirms the outage is real, records the affected areas, service types, cause where known, and estimated restoration time, and reviews the list of affected accounts our systems propose.
  3. Publication. Publishing the entry places it on our public network status page and sends the initial notification to every confirmed affected account.

3. What we tell you

Every outage communication contains:

  • a unique outage reference;
  • the affected area, described by suburb, postcode and state as applicable;
  • the affected service types (for example broadband, voice);
  • the cause of the outage where it is known and can be disclosed;
  • our estimated restoration time, or a statement that it is being assessed, with the restoration time and date once service is restored;
  • a link to live updates on our network status page; and
  • how to contact us for assistance during the outage.

4. When we communicate

  • Initial notification. Sent when the outage entry is published, after confirmation by our operations team.
  • Progress updates. Sent to the same recipients at least every 6 hours for the first 24 hours after the initial notification, and at least every 24 hours after that, until the outage is resolved. Updates are also sent when the estimated restoration time or affected scope changes materially.
  • Restoration notification. Sent when the outage is resolved, confirming that the affected services have been restored and what to do if a service is still not working.
  • Planned maintenance. Where planned work will interrupt service, affected accounts are notified in advance through the same channels, with the maintenance window and the services affected.

5. The channels we use

  • Email to the contacts described in section 1. Every send is recorded against the outage as evidence of who was notified and when.
  • The public network status page at https://status.checknetworks.tools, which lists current and recent outages with the same information as the notifications, and offers the register as a downloadable file. It does not require an account.
  • The partner portal, which shows an outage banner and an outage feed for the services on the partner’s own account, and an API so partners can relay outage information into their own systems.
  • Phone, for customers who report an outage to us or need assistance while one is under way.

6. Getting help during an outage

If you need assistance while an outage is under way, or you want to report that your service is not working, contact us:

If your report is determined to be a network outage complaint, it is handled under our network outage complaints handling process, which explains the default resolution, urgent complaints and the time periods that apply.

7. Accuracy, corrections and records

  • If we become aware that a published outage entry is inaccurate, we correct it as soon as practicable and no later than 3 days after becoming aware.
  • Resolved outage entries remain available on the network status page for at least 2 years.
  • Our records of each notification sent, including the recipient and time, are retained with the outage entry.
  • We review these procedures when the Standard, our network or our notification systems change, and at least annually.

8. Related documents