Optus Under Fire After Triple Zero Outages Spark Public Outcry
Optus, Australia's second-largest telecommunications company, is facing intense scrutiny and public backlash following multiple Triple Zero (000) outages in recent weeks. These failures have raised serious concerns about the reliability of emergency services access and have prompted government intervention and calls for systemic changes within the company. Communications Minister Anika Wells has met with Singtel, Optus's parent company, to demand accountability and assurances that such incidents will not be repeated.
Government Response and Demands for Accountability
Minister Wells has taken a firm stance, requesting that Optus engage external advisors to conduct an independent assessment of the company's network plans. This move aims to provide assurance to both the Australian Communications and Media Authority (ACMA) and the government that the issues will be addressed effectively and that similar outages will not occur in the future. The government has also directed ACMA to investigate the outages thoroughly, emphasizing the need for full transparency from Optus and Singtel throughout the process.
"That's why I've asked Optus to ... find a way to have an external account in their systems so that Australians can have confidence ... rather than just hearing from Optus again that it will be fine," said Ms. Wells to reporters in Sydney.
Details of the Outages and Their Impact
The recent Triple Zero outages have had significant consequences. A major 13-hour outage on September 18, triggered by a botched firewall upgrade, affected emergency calls across South Australia, Western Australia, and the Northern Territory. Tragically, at least three deaths have been linked to this outage. A subsequent localized outage in Dapto, NSW, further eroded public trust, leaving 4,500 customers unable to access emergency services.
- September 18 outage: Impacted SA, WA, NT and parts of NSW. Linked to at least three deaths.
- Dapto, NSW outage: Affected 4,500 customers; nine calls to triple zero impacted.
Optus' Response and Scrutiny of Leadership
Optus CEO Stephen Rue has apologized for the outages and attributed the September 18 incident to "human error." However, Singtel CEO Yuen Kuan Moon has refrained from offering his full backing to Rue, stating that "it takes time to transform a company" and pointing to a "people issue" as the cause of the initial outage. This has fueled speculation about Rue's future with the company. Optus has appointed consulting firm Kearney to provide independent oversight and quality assurance as it seeks to improve its network management and services.
Meanwhile, The Communication Workers Union strongly criticized Singtel's approach, asserting that blaming staff was an unacceptable attempt to evade responsibility for the telco’s broader failures. Rob Nicholls, a telecommunications expert at the University of Sydney, suggested the government could expedite legislation to strengthen the Triple Zero custodian role.
Political and Public Reaction
The federal government has faced mounting pressure to take stronger action against Optus. Opposition figures, like Melissa McIntosh, have criticized Minister Wells' handling of the crisis and called for a wider review of the Triple Zero system. The Greens have also demanded greater accountability and stricter conditions on Optus' operating license. Prime Minister Anthony Albanese has publicly supported Minister Wells, emphasizing the "unacceptable failure of service" by Optus.
