How will we support you during a major outage or local significant outage?

Content valid from 30 June, 2025

We know how important it is to stay connected; here's how we'll support you in the event of a major outage or local significant outage.

What is a major outage?

A major outage is an unexpected event that affects telecommunications services.

A major outage is something that:

  • Prevents users from using services
  • Affects 100,000 or more services OR an entire state / territory, and
  • Is expected to last longer than 60 minutes.

In cases of natural disasters (e.g., floods or fires), we may be exempt from these requirements.

If a major outage occurs, we will share information on:

What is a local significant outage?

A significant local outage is a smaller-scale, unplanned service disruption that has a notable impact on a regional or remote location

A local significant outage is something that:

  • Prevents users from using services
  • Affects 1000 or more services in a regional area
  • Affects 250 services in a remote area 
  • In regional areas, is expected to last longer than 6 hours
  • In remote areas, is expected to last longer than 3 hours

In cases of natural disasters (e.g., floods or fires), we may be exempt from these requirements.

If a major outage occurs, we will share information on:

What details will we provide about these outages?

If a major outage or local significant outage occurs, our notifications will include the following information:

  • The scale and impact of the outage
  • The affected areas and services
  • The likely cause (if possible)
  • Estimated times for updates and resolution
  • Ways to contact us for more information or assistance

How often will we provide updates during a major outage or local significant outages?

Until the issue is resolved, you can expect:

  • Updates every six hours during the first 24 hours
  • At least one update every 24 hours thereafter
  • In the event of significant changes, we will also provide immediate updates

How can you contact us for urgent assistance?

During a major outage or local significant outage, you can contact us on 1300 989 000.

Will we inform you when a major outage or local significant outage is resolved?

Yes. Once all services are fully restored, we will:

  • Notify affected customers via the same communication methods used for the initial notifications
  • Provide confirmation through the ALDI Mobile Status Page, the ALDI Mobile app, the ALDI Mobile website, our call centres and in the case of major outages, our X account.

How can you prepare for outages?

To prepare for any potential major outages or local significant outages, we recommend:

  • Downloading the ALDI Mobile app
  • Bookmarking the ALDI Mobile Status Page and ALDI Mobile website
  • Following our X account.
  • Keeping an alternative communication option available
  • Saving our customer service contact details (1300 989 000)

How can I raise a complaint if I'm impacted by an outage?

If you're impacted by a major outage or local significant outage and wish to make a complaint, please visit our Complaints page.