Minister for Communications, the Hon Michelle Rowland MP, has today directed the Australian Communications and Media Authority (ACMA) to make enforceable industry standards to improve how telecommunications companies communicate with customers, particularly during major outages.
This work stems from the Post-Incident Review of the Optus outage of 8 November 2023 (the Review), led by Mr Richard Bean.
The recommendations outlined in the Review set out a framework to help reduce the impact of future outages on the Australian community, including improving communication and complaints processes.
The Telecommunications (Customer Communications for Outages Industry Standards) Direction 2024 announced today requires the ACMA to make new rules to ensure telcos keep customers informed and updated regarding major outages, for example, through website updates, email updates to customers, social media updates and radio and television news bulletins.
This addresses one of the key shortcomings of Optus during the crippling November 2023 outage, and establishes clear regulatory expectations to drive better industry communications.
The ACMA will also make rules improve customer communications during significant local outages that are smaller in scale than major outages.
Moreover, the ACMA will review the existing Complaints Handling Industry Standard to ensure complaints processes are effective for consumers in the context of network outages.
The Government encourages all stakeholders to work constructively with the ACMA on the development of the industry standards.
