Optus Triple Zero Outage: Three Deaths Spark Outrage and Calls for Stronger Regulations
Australians are outraged following an Optus network outage that prevented approximately 600 calls to Triple Zero from connecting, resulting in the tragic deaths of three individuals in South Australia and Western Australia. The incident has raised serious questions about the reliability of emergency services access and the accountability of telecommunications companies.
The Fatal Outage and its Impact
A botched network upgrade by Optus on Thursday led to the failure, impacting emergency calls across South Australia, Western Australia, and the Northern Territory. South Australian police confirmed that among the deceased were an eight-week-old baby from Gawler West and a 68-year-old woman from Queenstown. Details about the third victim from Western Australia are still emerging. The delayed response and the outage itself have drawn strong condemnation, with South Australian Premier Peter Malinauskas expressing disbelief at the "incompetence" displayed.
What Went Wrong? A Network Upgrade Gone Awry
Telecommunications companies regularly perform network upgrades. Best practice dictates thorough testing before and after the upgrade to identify any issues. If problems arise, upgrades can be reversed or a failover system employed. In this case, Optus failed to identify a technical failure during an upgrade, which ultimately blocked Triple Zero calls. It is important to note that normal calls were still functioning because the Triple Zero service operates as a cooperative effort, with core components implemented separately from the standard network.
Regulatory Framework and Obligations
The Telecommunications (Emergency Call Service) Determination 2019 outlines specific obligations for telcos, including free access to Triple Zero and a "camp-on" mechanism enabling mobile phones to connect to alternate networks for emergency calls if the primary network fails. Optus CEO Stephen Rue has since apologized to the affected families and promised a thorough investigation.
A Recurring Problem: Past Failures and Fines
This isn't an isolated incident. In March 2024, a Telstra network disruption blocked 127 Triple Zero calls, leading to a A$3 million fine by the Australian Communications and Media Authority (ACMA). In November 2023, another Optus network meltdown prevented over 2,100 people from reaching Triple Zero. Optus was fined A$12 million and subjected to a formal review that yielded 18 recommendations.
Recommendations and Government Response
The recommendations following the previous Optus outage included establishing a "Triple Zero custodian" for oversight, clarifying expectations for network operators, and mandating real-time outage information sharing with emergency services. According to Communications Minister Anika Wells, the Australian government has implemented 12 of the 18 recommendations from the previous review, with the remaining six underway. However, the recent tragedy underscores the urgency for more decisive action.
Calls for Stronger Minimum Standards and Investigations
Experts are calling for stronger minimum performance standards for telecommunications companies, including download and upload speeds, and requirements for timely public outage notifications. They are also suggesting mandatory engineering practices, such as automated testing before and after upgrades. In addition to the ACMA investigation, the Australian Competition and Consumer Commission could investigate whether Optus's actions constitute unconscionable conduct, potentially leading to more severe fines. These measures aim to compel Optus and other telcos to prioritize public safety.
