Service provider: Capti Technology Pty Ltd · ABN 57 646 331 875.
Report an outage or ask for assistance
You can use these contacts to report a service outage or make an enquiry about a network outage:
- Phone: 1800 022 784, during Customer Care hours below.
- Email: support@capti.com.au.
- Customer Care hours: Monday–Friday, 8am–5pm (AEST / Brisbane time), excluding Queensland public holidays.
- Enterprise after-hours support: available under an applicable after-hours support plan, using the contact arrangements and coverage specified in that agreement.
Standard customer phone support is not available outside Customer Care hours. Capti's internal on-call cover responds to mass outages; it is not a general after-hours customer telephone service. Email can be sent at any time, but an immediate response outside Customer Care hours is not guaranteed. The statutory requirement to provide urgent human assistance during qualifying outages, as far as reasonably practicable, applies independently of enterprise support plans. Check the incident notice on our network status page for any additional contact arrangements activated for the outage.
Tell us the service address, when the problem began, which services are affected and whether there is a safety or serious health risk. We may ask whether power is available or what your equipment indicates, where it is safe and practical for you to check.
Reporting an outage and using this complaints process is free. You can have a representative help you. Tell us about any accessibility, language or safe-contact needs. The National Relay Service can help you call 1800 022 784.
We send outage updates by email and publish incident notices on our network status page. See our outage information and assistance page for contact details and the communications procedure. If an outage affects one contact method, use another available method. New outage contact arrangements will be reflected on the website as soon as practicable, within two hours of becoming available.
When this process applies
We take reasonable steps on first contact to decide whether your report relates to a suspected major outage or significant local outage affecting, or likely to affect, your service. Where it does, we treat the report as a network outage complaint, even if you have not used the word “complaint”. The outage communications page explains those outage categories.
If the sole or predominant cause is a natural disaster, the special network outage complaints rules do not apply. We still consider whether your report is a complaint under our ordinary complaints process, and provide the applicable outage information and assistance.
Reports of individual faults or other outages continue through technical support or the ordinary complaints process as appropriate. Tell us if you want to complain about how your issue is being handled.
Acknowledgement and updates
We take all reasonable steps to classify and acknowledge a qualifying complaint on first contact. We tell you:
- That we are treating your report as a network outage complaint and its unique reference.
- That the default resolution is to restore access to your affected service.
- How to reach live assistance and check your complaint's progress.
- Where to find this process, outage information and summaries of communications.
- That we will attempt to notify you when services are restored, and what to do if your service still does not work.
- Details of any general remedy offered to affected customers, if one is available.
We provide a link to this process by a method you can use during the outage. If a link cannot be sent, we explain how to find the process using another available method.
We communicate material changes as soon as practicable and provide updates at least every six hours in the first 24 hours, then once in each subsequent 24-hour period. Our outage communications procedure explains the information and channels used, including the special arrangements for natural disasters.
Restoring your service
We complete the actions within our capacity to restore your access as soon as reasonably practicable and work with the responsible carrier where needed. The default resolution is restoring your service so you can establish and maintain the connection.
After restoration, we notify you and send written information as soon as practicable explaining:
- How to get further help if your own service has not returned.
- What steps to take if restoration was unsuccessful.
- How to seek a tailored resolution if restoring the connection does not resolve your complaint.
- Any general remedy we have offered, including any acceptance deadline.
We do not close a network outage complaint less than three working days after that written notice, unless you confirm that your service has been successfully restored. Urgent complaints have the additional protections below. A general network restoration announcement does not replace these steps.
Urgent network outage complaints
Tell us immediately if the outage creates a risk to your personal safety, a serious health risk, or affects a service on which you receive Priority Assistance. We treat this as urgent and make all reasonable efforts to help you stay connected, including considering alternative or interim services where available.
We seek confirmation that restoration worked within two calendar days after sending the written restoration information. If you tell us it did not work, we take steps to implement restoration no later than two working days after your response. We keep working to restore the service as soon as reasonably practicable. We do not close an urgent network outage complaint until your service has been restored.
If anyone is in immediate danger, call 000 using a working phone if possible. For safe-contact support, see our domestic, family and sexual violence information.
If you need a different remedy
You can ask for a tailored resolution, including consideration of an appropriate credit, compensation or another remedy for your circumstances. An outage does not automatically establish a particular credit amount; we assess the applicable contract and legal rights.
We handle dissatisfaction with the default resolution under our ordinary complaints process, link the records and apply the relevant ordinary or urgent complaint timeframes. You can seek a tailored resolution without waiting for the outage record to close.
If you are not satisfied with how we have handled your complaint, you have a right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service: 1800 062 058 or TIO online complaints.
A working day excludes weekends and public holidays where your premises or principal place of business is located. A calendar day includes weekends and public holidays.