How Vocus communicates 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 continuously monitored using advanced systems that help us detect, respond and recover from outages.
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 an outage, we provide near real-time updates through our website, support portal, social media and direct customer communication channels as soon as practically possible 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

What we will communicate to you during an outage

In any notification or communication provided to our customers and the public during an outage, including where an outage is caused by a natural disaster, we will provide as much information as is available to us at the time of communicating with you. This information relates to:

Scale – The scale or suspected scale of an outage, including the number of relevant services impacted.

• 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 an outage.
• Outage restoration timeframe – Estimated timeframe for restoration of the impacted services.
• Contact information – How you can reach us to obtain additional information or general assistance during an outage.
• Our outages page – Where you can go to for easily accessible information about an outage.