The State of Service Reliability in Australia 2025

73 million hours lost. $5.3 billion gone. Is your business ready to earn back consumer trust?

2025 has become a defining year for digital operations in Australia. From banking and retail to airlines and telecommunications, Australians are losing time, money, and trust due to service failures.

PagerDuty’s latest research, based on a national survey of over 1,000 Australians, reveals the true cost of digital disruption and what it means for businesses that rely on consumer confidence. This whitepaper uncovers where industries are falling short, how consumer behaviours are changing, and what leaders must do to safeguard growth.

The findings are striking:

• 71% of Australians experienced a major outage in the past year.
• 73 million hours and AUD $5.3 billion lost to service disruptions.
• Trust is declining across telcos (-29%), banks (-25%), airlines (-22%), and retailers (-19%).
• 97% of consumers expect fast, transparent responses during incidents.
• 72% would walk away after a single poor experience.

Discover what Australian consumers really expect, and how your organization can build resilience in 2025.