Outage communications procedure

Current version: 25 July 2026.

This written procedure explains the steps GippsHost follows when a network carrier notifies us of a major outage or significant local outage affecting services we supply. It is published under the Telecommunications (Customer Communications for Outages) Industry Standard 2024 (CCO Standard), an enforceable industry standard made under the Telecommunications Act 1997 and administered by the Australian Communications and Media Authority (ACMA).

GippsHost acts as a carriage service provider for relevant customer services. The CCO Standard imposes legal duties on carriers and carriage service providers; ACMA publishes industry guidance about those duties and may investigate or take enforcement action under the applicable legislation.

This procedure is operational guidance. It does not limit a customer’s rights, replace the CCO Standard or certify compliance in a particular incident.

1. Scope and assessment

The affected network carrier determines whether an event is a major outage or significant local outage. When GippsHost receives the carrier notification, we record its classification and timing, identify affected or likely affected customer services, and record the information available to us. If the carrier classification or customer scope is incomplete or uncertain, the incident is held for urgent staff review and carrier clarification rather than treated as complete.

In summary, the CCO Standard covers:

• major outages expected to last, or lasting, more than 60 minutes and affecting or likely to affect at least 100,000 services or all relevant services in a state or territory; and
• significant local outages affecting or likely to affect at least 1,000 services in a regional area for at least six hours, or at least 250 services in a remote area for at least three hours.

These are summaries only. The definitions, geographic rules and exceptions in the current CCO Standard control.

We also record whether the sole or predominant cause is a natural disaster because the communication requirements differ in that circumstance.

2. Initial communications

We act as soon as practicable after receiving a carrier notification.

• Affected customers: for a major outage or significant local outage not predominantly caused by a natural disaster, we attempt to notify each affected or likely affected customer using email or another available direct method.
• Public status: we publish the available incident information on our service status page.
• Major outages: where required, we also make the information available through our phone support channel and at least one suitable public communications channel.
• Natural disasters: we publish the available information on our website and provide further assistance as circumstances permit.

3. Information included

We include as much of the following information as is available and safe to disclose:

• the scale or suspected scale of the outage, including the number of services affected where known;
• the cause or likely cause, unless disclosure could compromise network or national security;
• the affected or likely affected geographic areas and service types;
• when the next update is expected;
• the estimated restoration time, if one is available; and
• how customers can obtain more information or urgent assistance.

4. Updates and restoration

Until affected services are fully restored, we publish and, where direct customer notification is required, send updates:

• as soon as practicable after a material change;
• otherwise, at least once every six hours during the first 24 hours of the outage; and
• at least once during each later 24-hour period.

An update will describe the material change or state that there has been no material change. As soon as practicable after we consider all affected services restored, we communicate the restoration using the same methods used for the outage.

5. Urgent assistance during an outage

Email support@gippshost.com.au for non-urgent follow-up. If there is an immediate threat to life or property, call Triple Zero (000).

6. Accessibility and records

We use plain language and aim to make outage information accessible to people with disability and people with other communication requirements. Customers who need help accessing an update can call us and request the information in another accessible form.

We retain classification decisions, published updates, customer-notification delivery records, restoration records and staff escalation evidence for at least two years after restoration for operational and regulatory review. We do not remove an incident’s retained evidence merely because the live status notice has closed.

7. Carrier outage registers and further information

Live GippsHost notices and prominent links to relevant carriers’ historical outage registers are available on our service status page. As a carriage service provider using those networks, GippsHost links to the relevant carrier registers rather than representing that the carrier register is our own. Under Part 4 of the CCO Standard, the responsible carrier must keep an entry available until at least the end of two years after the outage is resolved. Carrier registers supplement rather than replace live updates.

• ACMA guidance on outage registers
• Telecommunications (Customer Communications for Outages) Industry Standard 2024
• GippsHost legal and regulatory information

8. Feedback and complaints

Contact GippsHost first if you believe outage information or assistance was inadequate. We will investigate the concern under our complaints process. If you are not satisfied with the outcome, you may contact the Telecommunications Industry Ombudsman.