Major Outage Management
How we manage and communicate during outages
At Commander, 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.
| Proactive Monitoring & Prompt Identification | Prioritised Response | Clear Communication | Continuous Improvement |
| The network is monitored 24/7 using advanced systems that help us detect potential issues before they become major problems. | Our supplier prioritise restoration efforts based on the scope of the outage, ensuring critical services and highly impacted areas are addressed first. | During a major outage, we provide near real-time updates through our website, support portal, social media and direct customer communication channels so you know what’s happening and when services are expected to be restored. | 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/.
How Commander Communicate with you during a Major Outage
At Commander, we understand it's important to stay connect. We have systems in-place to notify you when there is a Major Outage impacting your service. This includes providing timely updates through our contact centres, email, SMS and social media including what's happening and when services are expected to be restored.
How we will keep you informed
During a major outage, we will be notified of important messages and updates from our upstream network providers, including our mobile network providers, Broadsoft, Vocus and nbn.
Following notification, our team will review and process these updates to ensure that they are accurate and relevant to you.
When we have received and processed a notification, we will share this information with you through our social media channels and direct communication channels, making sure it's easy to understand and actionable. Update Timeframe:
- Commander will communicate about Major Outages as soon as practically possible.
- Provide including updates at least once every 6 business hours.
- Additional updates every 2-4 hours on our status pages where possible.
Where to See Updates:
Our Outages Page:
https://www.commander.com.au/outages
Additional information on service disruptions:
www.vocus.com.au/msd
Social media:
https://au.linkedin.com/company/commander-au
Contact centre:
132 777
What information Commander will communicate to you during a major outage
In any notification or communication provided to you and the public, we will provide you with information relating to:
- Scale – The scale or suspected scale of an outage.
- 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 the major outage.
- Outage rectification timeframe – Estimated timeframe for rectification of the major outage.
- Contact information – How you can reach us to obtain additional information or general assistance during the major outage.
- Our Outages Page – Where you can go to for easily accessible information about the major outage.
Important Information:
- Commander does not support medical or security alarms and cannot provide Priority/Urgent Assistance, including during an outage.
- For Commander customers, we will attempt to communicate outages via email and SMS using the primary contact details on your account. Please ensure these details are up to date to receive any updates. If you would like to check or update your contact details, log into Take Command.
How will Commander manage real-time / near real-time communications with customers requiring urgent assistance during a major outage
For real-time or near real-time communications during a major outage, please note that Commander is unable to provide priority or urgent assistance to customers.
If you have a life-threatening emergency, medical emergency, or there is any immediate danger to life, please call 000.
For other enquiries, Directory Assistance may be able to assist you in finding public services. Call 1223. Simply tell them the type of service you need, and they'll connect you with that service.