Document ID: chunk:federal_register_of_legislation:F2024L01060:reg:6:p1
Version: federal_register_of_legislation:F2024L01060
Segment Type: reg
Provision Reference: reg 6 (pt 1/2)
Character Range: 2865–6279

6  Objectives and content of the standards
  Objectives of the standards
        1.     The standards required by section 5 are to be drafted to give effect to the following objectives, as they relate to the telecommunications activities of carriers and carriage service providers:
          1.     that communications with end-users during or in relation to a major outage or a significant local outage in a telecommunications network used to supply carriage services to end-users will:
               1.             be timely and up-to-date;
               2.             be accessible, and made through a mix of public and direct communication channels;
               3.             identify, as appropriate, methods for end-users to seek a real-time or near real-time update or assistance;
               4.             include information that the telecommunications network is subject to a major outage or a significant local outage;
               5.             include available information about the status, scale, cause, and estimated timing for rectification of the major outage or significant local outage; and
               6.             provide prompt notification when services are restored;
          1.     that carriers and carriage service providers must share information about major outages or significant local outages with other carriers, carriage service providers and relevant stakeholders to enable effective communication with end-users affected by the major outage or significant local outage; and
          2.     that carriers and carriage service providers make information about their process for communicating about major outages or significant local outages publicly available and easily accessible.
    Content of the standards
        1.     The standards required by section 5 may include rules on the following matters as they relate to the telecommunications activities of carriers or carriage service providers:
          1.     requirements for carriers and carriage service providers to attempt to notify end-users, and the public, as soon as possible after the carrier or carriage service provider reasonably suspects a major outage or significant local outage is taking place;
          2.     requirements to provide timely updates to end-users, for example at relevant frequencies, during or in relation to the major outage or significant local outage;
          3.     requirements to provide accessible communications through a variety of channels, for example, the relevant carrier or carriage service provider's website, social media, call centres, applications, email, telecommunications, television, radio and other media;
          4.     requirements to make easily accessible contact channels available, where possible, to enable end-users who require urgent assistance during a major outage or significant local outage to contact the relevant carrier or carriage service provider in real-time or near real-time;
          5.     requirements relating to the content of communications, for example, on the status, scale and cause of the major outage or significant local outage and estimated timeframes for rectification;
          6.      requirements to provide prompt notification when services are restored;
          7.     requirements for carriers and carriage service providers to share information about major outages or significant local outages