what communication will I receive if there is a major outage?

If there is a major or significant local outage that affects your MATE service, we will let you know as soon as we can.

⚠️ What is a major outage?

A major outage is any unplanned issue that:

• Stops you from establishing or maintaining your service
  • Affects 100,000 or more services in operation, or
  • Affects all carriage services in a State or Territory, and
  • Lasts longer than 60 minutes

📍 What is a significant local outage?

A significant local outage is a smaller but still serious issue that:

• Stops you from accessing your service
• Affects or is likely to affect:
  • 1,000 or more services in regional Australia, or
  • 250 or more services in remote Australia
• Lasts longer than:
  • 6 hours (regional)
  • 3 hours (remote)
• Is not classified as a major outage

📢 How we will notify you

We will keep you informed using one or more of the following channels, depending on the type and scale of the outage:

• SMS
• Email
• In-app notification via the myMATE app

You can also check updates on:

• Our network status page
• Our Facebook page

📋 What our updates will include

• The suspected cause (if safe to share)
• Which areas and services are impacted
• The size and scope of the issue
• The estimated time to resolve it
• When you will receive the next update
• A resolution notification as soon as practicable once all affected services are restored, through the same channels listed under “How we will notify you” above