Network Outage Complaints Policy

What is a Network Outage Complaint?

A network outage complaint relates to an issue where calls, SMS, or mobile data are not working and you have been notified, or we have identified, that a major network outage or significant local outage is occurring. For further information, please view here.

• Natural Disasters: An outage caused predominantly by a natural disaster may be handled differently. We will still provide support and information regarding available assistance during these times.
• Initial Contact: We do not treat a first contact for support or fault reporting as a complaint unless a network outage is actively occurring and your service is affected. --- When we register a network outage complaint, we will provide you with:
• A unique reference number
• Information about our default resolution
• Details on where to view updates and any bulk resolution offers (if applicable)

How can I report a network outage or make a complaint?

You can contact us using the following methods:

• Live Chat: Available through the ZMobile service in the Zip mobile app.
• Email: Contact support@zmobile.com.au.

Getting help making a complaint

Our team can assist you in making and progressing a complaint. This includes support for customers who:

• Have accessibility requirements or disabilities
• Have hearing or speech impairments
• Are from non-English speaking backgrounds

You may also nominate:

• An authorized representative to contact us on your behalf (with your permission).
• An advocate to assist you while you are present.

If you have a hearing or speech impairment, you can contact us through the National Relay Service. Interpreter services may also be used; please note that any fees charged by third-party services are your responsibility.

What is the default resolution for a network outage complaint?

Our default resolution is to restore your service as quickly as reasonably possible, including:

• Calls
• SMS
• Mobile data

Urgent Situations: If there is a serious health risk or safety concern, please let us know. We will prioritize assistance and offer temporary or alternative solutions where available.

Updates during a major outage

If there is a major or significant local outage, we will keep you informed until your service is restored. You can expect:

• At least one update every 6 hours during the first 24 hours.
• At least one update every 24 hours thereafter.
• Updates as soon as practicable if there is a material change.

Updates may be provided via SMS, Email, website updates, or social media. Once restored, we will notify you and provide info on how to get help if your service is still not working.

What happens after I make a network outage complaint?

1. Assessment: We verify if the issue is a network outage complaint.
2. Reference Number: You will receive a unique ID for your records.
3. Resolution: We begin implementing the default resolution immediately.

If the issue continues after services are restored, please contact us for further troubleshooting. If you are unhappy with the handling of your complaint, you may request an escalation to a supervisor.

What can I do if I am not satisfied with the resolution?

If you are not satisfied with our default resolution, you can request a tailored resolution or lodge a formal complaint through our standard process.

If your complaint remains unresolved, you have the right to contact the Telecommunications Industry Ombudsman (TIO), a free and independent dispute resolution service.

Telecommunications Industry Ombudsman

• Phone: 1800 062 058
• Online: Online complaint form
• Email: tio@tio.com.au
• Post: PO Box 276, Collins Street West VIC 8007