Document ID: chunk:federal_register_of_legislation:F2024L01447:reg:12
Version: federal_register_of_legislation:F2024L01447
Segment Type: reg
Provision Reference: reg 12
Character Range: 9957–12530

12  Requirement to notify and communicate with end-users and the public
 (1) As soon as practicable after a carriage service provider receives a notification, the carriage service provider must:
 (a) in accordance with subsection (2), and subject to subsection (5), attempt to notify each of its end-users affected or likely to be affected by the major outage, of the major outage;
 (b) in accordance with subsection (3), communicate with the public about the major outage; and
 (c) include in a notification or communication under paragraph (a) or (b), the information set out in subsections 13(1) and (2).
Note: An end-user may include the customer or relevant account holder of a carriage service provider's services or products. Products may include an Internet of Things device, machine to machine devices.
 (2) The carriage service provider must attempt to notify (in an easily accessible form) its end-users using at least one of the following methods of communication:
 (a)  an application that the carriage service provider makes available to its end-users to subscribe to, which relates to the carriage service it provides to the end-user;
 (b) email; or
 (c) SMS.
Note: SMS is short for short message service.
 (3) The carriage service provider must also make information (in an easily accessible form) about the major outage available to the public using:
 (a) the carriage service provider's website;
 (b) the carriage service provider's call centres; and
 (c) at least one of the following communications channels:
             (i) the carriage service provider's primary social media account; or
             (ii) one or more types of other media.
 (4) The carriage service provider must take reasonable steps to ensure that the methods of communication used under subsection (2) and the communication channels used under subsection (3) include the method or channel that it considers is most likely to reach an end-user or the public, based on the carriage service provider's understanding of the major outage.
 (5) Where the carriage service provider supplies carriage services to a person other than an individual (relevant customer), the relevant customer is taken to be the end-user for the purposes of complying with paragraph (1)(a).
Note: If, for example, the relevant customer is a government entity that obtains carriage services for its staff, the carriage service provider may attempt to notify the relevant account holder rather than each of the entity's staff.

Subdivision 1.3 Contents and timing of notifications, communications and updates