ABOUT NETWORK OUTAGE COMPLAINTS
A network outage complaint may arise when:
- A customer contacts Crown Mobile advising they are unable to access or maintain mobile network services; and
Crown Mobile reasonably believes the issue may be linked to a major network outage or significant local network disruption affecting the service.
Customers can refer to Crown Mobile outage support resources and network information pages for updates regarding service disruptions.
Please note that outages primarily resulting from natural disasters such as bushfires, floods, cyclones, storms, or similar large-scale events may be managed under Crown Mobile’s broader customer complaints process rather than this dedicated outage process.
OUR APPROACH TO OUTAGE COMPLAINTS
Crown Mobile understands the inconvenience and impact that unexpected network disruptions can have on customers. We are committed to handling outage-related complaints fairly, efficiently, and respectfully while working towards restoring affected services as quickly as reasonably practicable.
WHO CAN LODGE A COMPLAINT
Any customer, authorised representative, or advocate may submit a network outage complaint.
Crown Mobile is committed to managing all complaints in an impartial, transparent, and equitable manner. There is no charge for lodging a complaint, and customers may receive a unique reference number to track the progress of their matter.
We also aim to provide appropriate assistance to customers with disabilities, accessibility requirements, and customers from culturally and linguistically diverse communities.
CONTACTING CROWN MOBILE
Customers can contact Crown Mobile regarding network outage complaints through the following channels:
- Live Chat: Available through the Crown Mobile website or support portal.
- Online Support: Customers may submit complaints through their online account or support platform, available 24 hours a day, 7 days a week.
- Phone Support: Customers may contact Crown Mobile Customer Support during operating hours using the published customer care numbers.
- Interpreter & Accessibility Services: Customers requiring language assistance may access the Translating and Interpreting Service (TIS). Customers who are deaf or have hearing or speech impairments may use the National Relay Service (NRS).
- Postal Correspondence: Crown Mobile, 204/66 Berry St North Sydney NSW 2060 Australia
INITIAL ASSESSMENT OF SERVICE OUTAGES
When a customer reports a service issue, Crown Mobile will take reasonable steps to assess whether the issue may relate to a broader network outage.
Where an outage is identified or reasonably suspected, the matter may be managed as a network outage complaint under this process.
ACKNOWLEDGEMENT OF COMPLAINTS
Once a network outage complaint has been registered, Crown Mobile may provide confirmation including:
- Notification that the matter is being managed as a network outage complaint;
- A reference number for tracking purposes;
- Information regarding available support and communication channels;
- Details about the expected restoration process; and
- Information on where outage updates and relevant policies can be accessed.
RESTORATION OF SERVICES
Crown Mobile’s priority during a network outage is to restore affected services as soon as reasonably practicable.
For urgent cases involving personal safety concerns, serious medical risks, or priority assistance customers, Crown Mobile will make reasonable efforts to provide additional support or alternative options where available.
Where restoration updates are provided, Crown Mobile may follow up to confirm whether services have been successfully restored and take reasonable steps to address any ongoing issues.
A network outage complaint will generally be considered resolved once:
- The affected services have been restored;
- Customers have been informed of service restoration; and
- Customers have been provided with information regarding further assistance or escalation options where required.
ESCALATING A COMPLAINT
If a customer believes their issue has not been adequately resolved after service restoration, they may request a further review or submit an additional complaint seeking an alternative resolution outcome.
Such matters may be managed under Crown Mobile’s standard complaints handling procedures.
EXTERNAL COMPLAINT OPTIONS
If a customer is dissatisfied with the handling of their complaint, they may contact the Telecommunications Industry Ombudsman (TIO), an independent external dispute resolution body for telecommunications services in Australia.
Customers are encouraged to first attempt resolution directly with Crown Mobile before escalating externally.
Customers may also contact relevant Australian regulatory authorities where appropriate, including:
- Australian Communications and Media Authority (ACMA)
- Australian Competition and Consumer Commission (ACCC)
CONTINUOUS IMPROVEMENT
Crown Mobile maintains records of network outage complaints to identify recurring issues, improve customer support processes, and enhance service reliability. We regularly review our complaint handling procedures to support fair, efficient, and timely outcomes for customers.
CUSTOMER RIGHTS
Nothing in this document limits any rights or protections available to customers under applicable Australian consumer protection laws, telecommunications legislation, or Crown Mobile customer terms and conditions.