Following an extended internet outage from 14 to 18 January, the PHCA formulated and began implementing the following strategy:
- Uniti/Opticomm letter of complaint – Submitted 22 January 2026. This is a necessary step before PHCA can lodge a complaint with the Telecommunications Ombudsman.
- Cc Email distribution list – Emailed on 22 January 2026 to each person on the Cc list with a personalised message requesting guidance and support.
- Website update – Provide a comprehensive and ongoing update on the PHCA website.
- Community notification – Newsletter email to the PHCA community, including managing agents, owners, and owners’ representatives, attaching the Uniti complaint letter and details of the PHCA strategy.
- ACCC submission – If an appropriate response is not received from Uniti by the 4 February deadline, lodge a submission outlining the recent extended outage and outage history, which should be per existing requirements for company reporting. This should also address the potential removal of free-to-air television delivered via Uniti’s infrastructure.
- Telecommunications Ombudsman submission – If an appropriate response is not received from Uniti by the 4 February deadline, lodge a submission outlining the recent extended outage and outage history, including the potential removal of free-to-air television services.
Following extensive research and investigation, and calling on past experience, the Telecomms Subcommittee recommended not to pursue the matter further through the TIO and/or ACMA, at this time, as it would likely create considerable additional work without delivering a meaningful benefit to PHCA and the broader community.
However, PHCA considered it important to formally respond to Opticomm’s letter to ensure its records are complete (PHCA response letter dated 27/03/2026). Maintaining a clear timeline and comprehensive paper trail of PHCA’s actions on behalf of the community is essential, particularly in the event of any future internet outages. Should a similar incident occur and escalation to the TIO and/or ACMA be deemed necessary, this documentation will support any formal submission.
