Business Continuity Plan

24 March 2020

The impact of the global COVID-19 Pandemic is rapidly evolving and is affecting how we go about business in both our domestic markets (Australia, NZ and Singapore) and globally. We continue to monitor the developing situation and want to share an update.

As a critical technology provider in our domestic markets, we support mums and dads, small businesses, enterprises and Government. We are working closely with the Industry to ensure we continue to keep people connected. The measures outlined below reflect how seriously we take this responsibility and with increases in customer demands unlike anything we have witnessed before; we're working tirelessly to provide uninterrupted services.

What MNF Group is doing

Our executive business continuity committee is meeting regularly to review our Business Continuity Plans and ensure we have robust processes to deal with any developing changes.

We believe it will be a matter of when, not if, we introduce a full work from home (WFH) directive to all employees, we are fully prepared for this scenario:

- We have completed WFH testing across all our teams worldwide for the past few weeks in readiness for the likely scenario that our entire workforce would need to work from home imminently.
- We are confident that our business will continue to operate, and we can support our customers largely uninterrupted by our workforce being required to work from home.
- Our IT and People Experience teams have been working together to ensure everyone has access to all systems, files and the hardware equipment they may need. All tools our staff need to perform their job can be accessed remotely.
- All Australian staff are under instruction to take their laptops home every night and to ensure email and online chat applications are running on their mobile phone.
- From 16 March, our UK, USA and New Zealand offices were closed, and staff were instructed to WFH. This was executed successfully with no impacts to date.

The safety of our staff and their families is paramount. To that end we have taken the following actions:
- Providing regular updates to staff, including advice on hygiene best practice and what to do if feeling unwell.
- We have an Employee Assistance Program partner to support staff through these challenging times.
- Office cleans have been increased both in thoroughness and frequency.
- Whilst our Australian locations remain open for the time being, we have encouraged staff that would like to work from home, to do so; helping greatly reduce the overall number of staff working in our offices.
- We are encouraging all staff to run non-essential customer meetings using our video conference tools instead of face-to-face.

Our customers and network

Our network underpins and enables critical communications services that ensure ongoing connectivity across the globe. Our network has a continual capacity roadmap and where we had already scheduled upgrade work, this has been expedited.

However, with millions of workers already working from home with more to follow, we have experienced unprecedented levels of demand on our network and we expect this will continue to grow. In Australia and New Zealand:

- Our Teams are working tirelessly with the other industry carriers to upgrade the bi-lateral links between our networks with Telstra, Vodafone, Optus, TPG, Verizon, Vocus and Spark.
- Not only are we addressing the current level of demand for connectivity, we are planning for further increases as more of the world moves to work from home full time for the foreseeable future.
- We are collaborating with carriers worldwide to understand global trends and shifting demand patterns, incorporating this information into our capacity planning.
- We are vigilantly monitoring our network performance and capacity, responding when necessary to optimise resources as efficiently as possible.

The telecommunications industry has worked together effectively before; during natural disasters and crisis situations. Once again, we are working together to ensure essential forms of communication and collaboration are uninterrupted.

We’d like to thank our customers, suppliers and partners, for your support and collaboration as we navigate these challenging circumstances. Please keep yourselves and your families safe. We will continue to provide updates as the situation evolves.