Outage Handling Policy

Leaptel is committed to providing great customer service, especially when you need it most, such as in the event of a service outage.

During a typical outage Leaptel keeps impacted customers informed with the latest updates via our Members Portal, Service Status page and direct communications by email or SMS.

A major outage is when there is an unplanned adverse event impacting our telecommunications services which:

• prevents customers from establishing or maintaining connection, and
• has lasted longer, or is expected to last longer, than 60 minutes, and
• affects, or is likely to affect:
  • 100,000 or more services, or
  • all services supplied on a network in a state or territory.

A significant local outage is when there is an unplanned adverse event impacting our telecommunications services which:

• prevents customers from establishing or maintaining connection, and
• is not a major outage, and
• affects, or is likely to affect:
  • 250 or more services in operation in remote* Australia, and is expected to last for 3 or more hours
  • 1000 or more services in operation in regional* Australia, and is expected to last for 6 or more hours

*Remote and regional areas are defined based on the Australian Statistical Geography Standard (ASGS) Remoteness Structure published by the Australian Bureau of Statistics (ABS).

During a major or significant local outage Leaptel will provide notice of the outage, and updates of any material change to the outage status, as soon as is practicable. If a major or significant local outage is ongoing without material change, Leaptel will provide updates at least once every six hours during the first day of the issue being reported, and at least once a day thereafter.

Our major and significant local outage communications will include:

• The scope of the outage, or when there is uncertainty, the suspected scope. This includes both the locations and types of services impacted (e.g., voice or data service).
• The cause of the outage, except in cases where the cause is unknown at the time of the communication or disclosure of the information would create a security risk.
• The estimate timeframe for restoration of services and a timeline for the next update.

This major and significant local outage information will be made available via:

• our website, on the Service Status page,
• our primary social media accounts,  Facebook, Instagram, and
• direct email communications.

In addition to these modes of contact, updates to customers may also be made by SMS and the Members Portal.