Author: Matthew Miller

Brief Overview

• ACCAN advocates for a centralized public register of telecom outages.
• The proposal is designed to rebuild consumer trust with minimal financial or regulatory strain on telecom providers.
• ATA contends that existing regulations are adequate and additional measures would create unnecessary bureaucracy.
• Real-time notifications are proposed to avoid disjointed communication across various platforms.
• Optus reported 272 incidents in a month, underscoring the necessity for improved consumer access to outage updates.

Overview

The Australian Communications Consumer Action Network (ACCAN) is advocating for a clear, centralized public register of communication service outages. This initiative comes after major disruptions, such as the failures of Optus’s emergency call services, which have undermined consumer trust in telecommunications firms.

Current Situation

Currently, telecommunications providers in Australia are required to comply with the Australian Communications and Media Authority’s (ACMA) standards for reporting outages. These rules mandate carriers to inform the public, stakeholders, and other service suppliers about outages through various channels including websites, social media, emails, SMS, and broadcast platforms.

ACCAN’s Initiative

ACCAN proposes a modification to the Telecommunications (Customer Communications for Outages) Industry Standard 2024 to incorporate a real-time updating public register. This system would unify outage information, offering consumers a singular, dependable source regarding network status and service interruptions.

Response from the Industry

The Australian Telecommunications Alliance (ATA), the leading lobby organization for telecom companies, opposes the proposition, asserting that current regulations are adequate. ATA’s CEO Luke Coleman argues that the existing system already provides timely updates to customers during outages and that ACCAN’s suggested register would simply add unnecessary complexity.

Example: Optus Outages

Recent Senate inquiries revealed that Optus had 272 reportable outages over a month-long period, bringing attention to the disjointed nature of current outage communication. ACCAN asserts that a centralized register would fill these communication gaps, ensuring consumers are better informed.

Conclusion

ACCAN’s initiative for a real-time public outage register aims to boost consumer trust in telecommunication services by providing a centralized information hub. While this proposal seeks to alleviate additional costs and regulatory demands, it is met with resistance from industry stakeholders who claim existing solutions are sufficient.

FAQ

Q: What does ACCAN propose for telecommunication service outages?

A: ACCAN proposes a centralized, real-time updating public register for communication service outages.

Q: Why is ACCAN advocating for a public register?

A: ACCAN believes that a public register will help restore consumer trust and provide a single, reliable source for outage details.

Q: What is the ATA’s view on this proposal?

A: The ATA maintains that the current regulations are sufficient and that ACCAN’s proposal would create unnecessary administration.

Q: How are outages currently communicated to consumers?

A: Outages are reported through a mix of channels, including websites, social media, emails, SMS, and broadcast media.

Q: Can you provide an example of recent outages that illustrate the issue?

A: Optus recorded 272 reportable outages from September 11 to October 8, highlighting the need for better communication.