Purpose
This article outlines Freedom Internet’s procedures and standard templates for communicating with customers and providing assistance during any network outage event.
It ensures that Freedom Internet complies with the ACMA requirements for transparency, responsiveness, and customer care during planned and unplanned service interruptions.
Scope
This applies to all Freedom Internet network outages, including:
- Planned network maintenance or upgrades
- Unplanned service interruptions (e.g., fibre faults, hardware failures, upstream provider issues)
- Building or area-specific power outages impacting Freedom Internet services
Objectives
Freedom Internet is committed to:
Providing timely and accurate information to affected customers
Minimising service downtime and customer impact
Ensuring customers can access real-time updates and live assistance
Keeping detailed internal records for transparency and compliance
Communication Responsibilities
| Responsibility | Owner | Description |
|---|---|---|
| Outage Detection & Diagnosis | Network Operations / Network Engineers / Support Helpdesk | Identifies and validates outage or maintenance requirement |
| Customer Communication | Support Helpdesk/ Communications Team | Issues external notices and updates |
| Real-time Assistance | Support Centre | Provides live support and escalation |
Notification Pack
Freedom Internet maintains standard communication templates for all outage types.
These templates are reviewed annually and updated as needed to reflect best practice and regulatory changes.
PLANNED MAINTENANCE NOTIFICATION
Purpose: To proactively inform customers of upcoming scheduled maintenance or network upgrades that may temporarily affect service. This ensures customers are aware in advance and can plan accordingly.
Customer Notification (Email Template)
A maintenance activity will affect your service on [Day, DD Month YYYY], [Start Time] to [End Time] [Time Zone]. Our network equipment will be [Type of Work] to improve the stability of your connection.
We anticipate [Duration Time] outage while the work is completed.
We thank you for your understanding and patience while we perform these works that will further improve the site's available bandwidth and ongoing reliability.
Rest assured that our team is working diligently to minimise disruption.
Kind Regards,
Freedom Internet team
URGENT MAINTENANCE NOTIFICATION
Purpose: To promptly inform customers of unscheduled but necessary maintenance activities required to protect network stability or restore optimal performance. This communication ensures customers are made aware of immediate or emergency works that may cause temporary service disruption, while demonstrating Freedom Internet’s commitment to transparency and service reliability.
Customer Notification (Email Template)
We are performing urgent maintenance on our network equipment today to address service stability issues and improve network reliability.
Please expect intermittent connections for approximately [Duration Time] during this work.
We will notify you once the maintenance has been completed.
We apologise for any inconvenience caused and appreciate your understanding and patience as we work to enhance your service.
Kind regards,
The Freedom Internet Team
PLANNED MAINTENANCE COMPLETION NOTIFICATION
Purpose:
To inform customers that scheduled maintenance activities have been successfully completed and that services have been fully restored.
Customer Notification (Email Template)
We’ve successfully completed our maintenance, and all services are now back online.
Our team is actively monitoring the network to ensure continued stability and performance.
If you experience any issues, please don’t hesitate to contact us — we’re here to help.
We appreciate your patience and understanding during this work.
Kind regards,
Freedom Internet Team
UNPLANNED OUTAGE NOTIFICATION
Purpose: To notify customers of unexpected service interruptions and provide timely updates while restoration is in progress. This communication aims to reassure customers that Freedom Internet is aware of the issue and actively resolving it.
Customer Notification (Email Template)
We are aware your access to Freedom Internet services is currently interrupted. The Freedom team are actively investigating and restoring the fault affecting your service. We will make all endeavours to restore your service as quickly as possible.
Please do not reset or attempt to troubleshoot your modem. This may result in further downtime. Your service will recover automatically once the upstream fault has been resolved.
We will provide an update with timeframes when they are available.
Contact Information
Please contact Freedom Internet Help Desk on +61 7 3067 3676 or email us at support@freedominternet.org with any questions or concerns (Monday through Sunday).
Kind Regards,
Freedom Internet Support team
UNPLANNED OUTAGE RESTORED NOTIFICATION
Purpose:
To advise customers that service has been successfully restored following an unexpected network outage.
This communication closes the incident loop by confirming restoration time, expressing appreciation for customer patience, and encouraging customers to reach out if they continue to experience issues.
Customer Notification (Email Template)
Freedom Internet has restored its service to normal operations.
Thank you for your patience and understanding.
If you experience any further issues, please do not hesitate to contact us.
Kind Regards,
The Freedom Internet Team
POWER OUTAGE NOTIFICATION
Purpose: To advise customers when Freedom Internet services are unavailable due to a building or site power outage beyond our network control, and to provide reassurance and guidance on restoration expectations.
Customer Notification (Email Template)
A reported Power Outage is currently affecting our services within your building.
We appreciate your patience and understanding while local power services work to restore electricity.
Once power is back, your internet connection should resume automatically.
Thank you for your continued support.
Kind Regards,
The Freedom Internet Team
POWER RESTORATION NOTIFICATION
Purpose:
To notify customers that power has been restored to their building or area and that Freedom Internet services are now operational again. This message provides confirmation of recovery after a power-related disruption, reinforces that connectivity should return automatically, and offers basic troubleshooting guidance if services do not immediately resume.
Customer Notification (Email Template)
Power has now been restored to your building, and your Freedom Internet service should be back online.
If your connection hasn’t automatically reconnected, please reboot your modem.
If issues persist, please contact Freedom Internet Help Desk on +61 7 3067 3676 or email us at support@freedominternet.org.
We appreciate your patience and understanding during this outage.
Kind Regards,
The Freedom Internet Team
Real-Time Assistance Procedure
Freedom Internet ensures customers can access live support and updates during any outage event.
All interactions are logged for tracking and compliance.
| Channel | Availability | Description |
|---|---|---|
| Assistance Hotline | (07) 3067 3676 | Real-time phone support during business hours |
| Email Support / Website Contact Forms | support@freedominternet.org / https://www.freedominternet.org/contact-us | Email support and escalation during business hours |
| Live Chat | www.freedominternet.org | Real-time web chat and ticket tracking during business hours |
| Public Status Page | status.freedominternet.org | Live updates and outage summaries |
Speak to our team:
7am - 9pm AEST, 7 days a week.
Public Status Page
Freedom Internet maintains a publicly accessible network status page at:
🔗 https://status.freedominternet.org
The page provides:
Real-time outage updates and restoration times
Scheduled maintenance notifications
Historical outage records for transparency
Updates are timestamped and posted by the Service Desk Team or Network Operations Team once an incident is confirmed.