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:
- The ALDI Mobile Status Page
- The ALDI Mobile app
- The ALDI Mobile website
- Our call centres
- Our X account
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:
- The ALDI Mobile Status Page
- The ALDI Mobile app
- The ALDI Mobile website
- Our call centres
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.