How we manage and communicate during outages

At Vocus, we understand it’s important for you to stay connected. That’s why we take outages seriously and have robust systems and processes in place to minimise disruptions and restore services as quickly as possible.

1. Proactive Monitoring & Prompt Identification
   Our network is monitored 24/7 using advanced systems that help us detect potential issues before they become major problems.
2. Prioritised Response
   We prioritise restoration efforts based on the scope of the outage, ensuring critical services and highly impacted areas are addressed first.
3. Clear Communication
   During a major outage, we provide near real-time updates through our website, support portal, social media and direct customer communication channels every two hours so you know what’s happening and when services are expected to be restored.
4. Continuous Improvement
   After every incident, we review what happened and implement measures to prevent similar issues in the future.

If you require translation assistance, the National Translating and Interpreting Service (TIS) is available online at https://www.tisnational.gov.au/.

Where to find outage updates

Our Current Outages page

Social media

Contact us

What we will communicate to you during a major outage

In any notification or communication provided to you and the public, we will provide information relating to:

• Scale – The scale or suspected scale of an outage.
• Cause – The cause or likely cause of an outage (unless this information is reasonably believed to compromise network security or national security).
• Impacted areas – Geographic areas impacted or likely to be impacted.
• Impacted services – Types of services impacted or likely to be impacted.
• Updates – Estimated timeframes for updates in relation to the major outage.
• Outage rectification timeframe – Estimated timeframe for rectification of the major outage.
• Contact information – How you can reach us to obtain additional information or general assistance during the major outage.
• Our outages page – Where you can go to for easily accessible information about the major outage.