Article content valid from 5 November 2025
We will communicate the impact of significant local outages and major outages to you.
What is a significant local outage?
A significant local outage is a disruption in a telecommunications network that we use which affects, or is likely to affect:
- 1,000 or more services in operation in regional Australia with an actual or expected duration greater than 6 hours; or
- 250 or more services in operation in remote Australia with an actual or expected duration greater than 3 hours
What is a major outage?
A major outage is a disruption in a telecommunications network that we use which:
- Affects, or is likely to affect, 100,000 or more services in operation
- Affects, or is likely to affect, all phone or internet services in a State or Territory
- Is expected to last for more than 60 minutes
Notifying you of a significant local mobile service outage
During a significant local mobile service outage, we will send you notifications via email and SMS (where possible).
Information about significant local mobile service outages can also be accessed from amaysim.com.au which will direct you to https://amaysim.statuspage.io/.
Email and SMS outage notifications, and the amaysim status page at https://amaysim.statuspage.io/ will explain:
- The scale or suspected scale of the outage
- The cause or likely cause of the outage (where possible), including if the predominant cause of the outage is due to a natural disaster
- The geographic areas impacted or likely to be impacted by the outage
- The types of carriage services impacted or likely to be impacted by the outage
- The estimated timeframes for updates in relation to the outage
- The estimated timeframe for rectification of the outage
We will also make this information available via our call centre and https://amaysim.statuspage.io/.
Notifying you of a significant local NBN service outage
During a significant local NBN outage, we will place a notification on the amaysim app, and information about significant local NBN outages can also be accessed from amaysim.com.au. Both will direct you to https://amaysim.statuspage.io/ where we will explain:
- The scale or suspected scale of the outage
- The cause or likely cause of the outage (where possible), including if the predominant cause of the outage is due to a natural disaster
- The geographic areas impacted or likely to be impacted by the outage
- The types of carriage services impacted or likely to be impacted by the outage
- The estimated timeframes for updates in relation to the outage
- The estimated timeframe for rectification of the outage
We will also make this information available via our call centre and https://amaysim.statuspage.io/.
Notifying you of a major outage
During a major outage, we will place a notification on our webpage at amaysim.com.au as well as the amaysim app and via at least one amaysim social media platform.
Each notification will explain:
- The scale or suspected scale of the outage
- The cause or likely cause of the outage (where possible), including if the predominant cause of the outage is due to a natural disaster
- The geographic areas impacted or likely to be impacted by the outage
- The types of carriage services impacted or likely to be impacted by the outage
- The estimated timeframes for updates in relation to the outage
- The estimated timeframe for rectification of the outage
We will also make this information available via our call centre and https://amaysim.statuspage.io/.
When we provide a notice to you about an outage, we will also explain how you can contact us to get additional information or assistance.
Updates during and after an outage
If a change occurs during an outage, we will make that information available as soon as we become aware of it via the notification channels described above.
Otherwise, we will provide updates every 6 hours within the first 24 hours of an outage and then once every 24 hours after that.
Where there is no change to an outage, we will advise accordingly.
As soon as possible, after we’ve been made aware that an outage has been rectified, we will publish additional notices to inform you of the network status.
Assistance during an outage
Our call centre and messaging services will be available as soon as possible, so you can get the help you need during an outage. You can reach out customer call team on 1300 808 300.