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What compensation is offered for outages?

Sometimes your service experiences a hiccup leading to the compensation question.  Aussie Broadband’s compensation policy applies to unplanned outages and faults where services have been disrupted for at least two days from the time of first contact in regard to the fault. Faults lasting for an extended time may also qualify for ongoing compensation.

Maintenance Outages

Some outages, such as those caused by nbn™ or OptiComm scheduled maintenance or faults within a customer’s premises, are beyond our control. We do not offer compensation for these, but we will do our best to troubleshoot these. All services need maintenance from time to time to ensure they are operating at optimal levels. We try to keep these maintenance windows brief and during the overnight hours. However, sometimes maintenance during daylight hours is required for the health and safety of the technicians attending the site. We will minimise downtime when this occurs.

When is Compensation added?

Please contact our Customer Service Team on 1300 880 905 for all requests. They will note down your request on the specific fault. Compensation is usually not added until once we have achieved a resolution with your service restored. We do this so we can figure up the proper compensation amount for the total disruption time. There may be a few cases involving longstanding faults where compensation is applied intermittently.

We provide compensation for the cost of the loss of our services only, not for third party alternatives (such as dongle or mobile hot-spot usage).

General/area wide outages

We assess compensation on an incident-by-incident case for faults with a disruption to services for at least two days. If we offered compensation for shorter outages, we would need to raise our prices to those comparable for large businesses, which pay for uninterrupted service level guarantees.

We don’t like outages either so we are currently working to minimise downtime with backup links to help services to stay connected even during a pesky fibre cut.

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