Service provider: Capti Technology Pty Ltd · ABN 57 646 331 875.
Check an outage or ask for help
We send outage updates by email. Visit our network status page for published incident notices. The page states when current status has not been confirmed; an empty list does not establish that your service is working. For information about your connection, use the contacts below.
You can use the following contacts to report a service outage or enquire 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 to customers with an applicable after-hours support plan, under the contact arrangements, coverage and terms in that agreement.
Standard customer phone support is not available outside Customer Care hours. Capti maintains internal on-call coverage for mass outages. This does not provide a general after-hours customer telephone service. Email can be sent at any time, but our standard support inbox does not guarantee an immediate response outside Customer Care hours.
For qualifying outages, the telecommunications standard requires us, as far as reasonably practicable, to make available real-time or near-real-time human assistance capable of responding immediately to urgent requests. That obligation is separate from paid enterprise support. Any additional contact arrangements activated for an incident will be included in its network status notice.
Tell us the affected address and service, when it stopped working and whether there is a safety or serious health risk. You may use an authorised representative or advocate. We can help with accessibility or language needs. The National Relay Service can help you call 1800 022 784.
If an outage prevents access to one contact method, use another available method or an alternative connection if you can. We publish alternative contact arrangements when needed and update information about new outage contact methods as soon as practicable, no later than two hours after making them available.
What this procedure covers
We help customers with service faults and outages of any size. This procedure sets out the additional communications provided for major outages and significant local outages under the telecommunications outage standard.
In summary, a major outage is an unplanned disruption lasting more than 60 minutes that affects at least 100,000 services, or all carriage services supplied using the relevant network in a state or territory. A significant local outage is a qualifying disruption affecting at least 250 services in remote Australia for at least three hours, or at least 1,000 services in regional Australia for at least six hours. The standard contains the complete definitions and scope.
A problem affecting your building or individual service may fall outside those thresholds. You can still report it, seek help and make a complaint.
Communications during qualifying outages
The telecommunications outage standard requires communication as soon as practicable after notice of a qualifying outage from the responsible carrier:
- Major outage: directly with affected customers, and publicly through website, call-centre and media channels.
- Significant local outage: directly with affected customers, and publicly through website and call-centre channels.
- Outage caused solely or predominantly by a natural disaster: website communications under the standard's modified rules, with the urgent-assistance obligation continuing to apply.
Our direct notification method is email. The network status page is the place to check published website notices and incident-specific contact information. We take account of agreed safe contact arrangements and accessibility needs. Read ACMA’s outage communications guidance for the applicable requirements.
What our notices contain
We provide the information available to us about:
- The affected areas, services and scale of the outage.
- The likely cause, where known and able to be disclosed.
- When service is expected to return, if an estimate is available.
- When the next update is expected.
- Where to find updates and request assistance.
We say when information is unknown. Restoration estimates may change as the fault is investigated. We avoid publishing information where a specific legal or security exception applies.
Updates and restoration
We issue updates as soon as practicable when there is a material change. While a qualifying outage continues, we update at least once every six hours during the first 24 hours, then once in each subsequent 24-hour period, as required by the standard. Updates continue even if there is no material change to report.
Once the affected services are restored, we issue restoration information as soon as practicable. If your service still does not work, contact us so we can investigate your connection. A general restoration notice does not establish that every customer's service is working.
Urgent needs and complaints
Tell us promptly if an outage creates a personal safety or serious health risk, or affects a service on which you receive Priority Assistance. We prioritise urgent assistance and make reasonable efforts to help you stay connected, including considering available interim or alternative services. Availability depends on the circumstances; this is not a promise that a particular backup service is available everywhere.
If anyone is in immediate danger, call 000 using a working phone if possible. A phone that relies on the affected internet connection or mains power may not work during the outage.
Our network outage complaints process explains how we record qualifying reports, notify you of restoration, follow up urgent complaints and handle requests for further remedies. You can also use our ordinary complaints process.
Information about past outages
For notices published on this website, use the Resolved tab on our network status page. This list is not a complete historical carrier outage register. Contact Customer Care for help identifying the network supplying your service and obtaining information about a past outage.