Home / Major Outage and Significant Local Outage Procedure
Major Outage and Significant Local Outage Procedure for Telecommunication Services
At Fujifilm DMS, we know how important it is for you to stay connected. If there’s a disruption to the SMS and/or MMS services we provide for you, we’re here to keep you informed and supported.
This page explains how we’ll communicate with you during major or local outages, how often we’ll update you, and how to get urgent help if you need it.
How We Will Communicate with You
As soon as we are notified of a major or significant local outage by our carrier network service providers (unless it’s caused mainly by a natural disaster):
- We will notify you directly. We will send alerts to affected customers via email.
- We’ll post updates on our website.
- You can call our support team via 1300 66 44 64 to get the latest information. Our team will have access to the same updates and can help answer your questions or direct you to urgent support if needed.
What Our Updates Will Include
We’ll keep things simple and clear. Each update will tell you:
- How many services are affected;
- What caused the outage (if known and safe to share);
- Which areas and types of services are impacted (e.g. SMS, MMS);
- When you can expect the next update; and
- When we expect services to be restored.
We will also include:
- How to get urgent help; and
- How to access translation or relay services.
How Often We Will Update You
We will keep you informed throughout the outage. Updates will be provided every six hours during the first 24 hours, every 24 hours after that, immediately if there is any significant change, and once the outage has been resolved.
How We Provide Urgent Assistance
If you need urgent help during an outage (i.e. for critical or time-sensitive communication via SMS or MMS), you can contact us by calling 1300 64 44 64.
These channels will be prioritised for customers who require immediate assistance.
If there is an immediate danger to life or property, call 000 right away.
Accessibility Support
We are committed to making our communications accessible to everyone. If you need help in another language, you can use TIS National at www.tisnational.gov.au or call 131450.
If you use a relay service, visit www.accesshub.gov.au for options such as the National Relay Service or call 1800 555 677.
Natural Disasters
If an outage is caused mainly by a natural disaster, we’ll still publish updates on our website as soon as possible. Some communication requirements may not apply in these cases, but we’ll do our best to keep you informed.