During the prolonged NBN service outage of approximately 17:15 on 10/02/2025, customers of TPG, iiNet, and Vodafone found themselves in communications limbo with no information forthcoming about the situation. For approximately 2 hours, we were left in the dark, relying on disjointed social channels (specifically X, Reddit) to confirm that the outage was indeed widespread.

This stands as a sharp example of the unacceptable uncertainty currently endured by consumers and businesses alike whenever there's a service disruption. It's about time we took action to mandate accountability and proactive communication from telecommunication providers.

Part of living in our digitally connected age is reliance on telecommunications systems. In Australia, there are around 25.5 million internet users, with NBN servicing approximately 11.9 million of them (Statista, 2020). Notably, TPG, iiNet, and Vodafone collectively make up a significant portion of that share, thus their silence during outages affects millions of users.

Our petition, therefore, is simple: We demand that telecommunications companies in Australia are legally required to communicate to their customers within 30 minutes of any known or reported service outage. This will reduce uncertainty during these often stressful situations and contribute to a stronger commitment to customer care and service reliability.

Acknowledge the outage, offer customers the respect they deserve, and be transparent in communication. We deserve better.

Please sign our petition to demand better communication during service outages. Every signature provides a stronger voice in achieving this much-needed change.