What compensation is offered for outages?
Sometimes your service experiences an outage or stops working. Southern Phone’s internet outage policy applies to unplanned outages and faults where services have been disrupted for at least three days from the time of first contact in regard to the fault. Faults lasting for an extended time may also qualify for ongoing compensation. Some outages, such as those caused by nbn™ 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.
Please contact our Customer Service Team on 13 14 64 for all requests. Compensation will not be added until we have achieved a resolution and your service restored. We do this so we can calculate 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).