Telecommunications Outages Customer Communications Standard 2024
Summary
The Australian Department of Infrastructure issued the Telecommunications Outages Customer Communications Standard 2024 under authorisation of the Telecommunications Act 1997. This industry standard establishes mandatory customer communication requirements for telecommunications providers during service outages. The standard applies to all carriage service providers and requires specific notification procedures, timing, and content standards when outages occur.
Carriage service providers should audit existing outage notification procedures and update customer communication protocols to align with the specific timing and content requirements in the Standard. The Department of Infrastructure is the administering authority for compliance monitoring.
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GovPing monitors AU Federal Legislative Instruments (7-day) for new government & legislation regulatory changes. Every update since tracking began is archived, classified, and available as free RSS or email alerts — 223 changes logged to date.
What changed
The Telecommunications Outages Customer Communications Standard 2024 establishes a new mandatory framework for how carriage service providers must communicate with customers during telecommunications outages. This industry standard sets specific requirements for notification timing, content, and delivery methods that providers must follow.
Affected parties—telecommunications carriers and carriage service providers operating in Australia—must ensure their outage communication procedures align with the standards prescribed in this instrument. Non-compliance may result in regulatory enforcement action under the Telecommunications Act 1997.
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Apr 23, 2026GovPing captured this document from the original source. If the source has since changed or been removed, this is the text as it existed at that time.
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Telecommunications (Customer Communications for Outages) Industry Standard 2024
In force Administered by
- Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts
This item is authorised by the following title:
- Telecommunications Act 1997 Latest version View as made version F2026C00351 C02 31 March 2026
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Source document text, dates, docket IDs, and authority are extracted directly from AU Infrastructure.
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