Optus CEO Blames Human Error for Triple-Zero Outage Linked to Fatalities
Optus chief executive Stephen Rue has attributed the recent network outage, which disrupted emergency calls and is now linked to multiple deaths, to human error. The outage prevented hundreds of Australians from contacting triple-zero services in South Australia, Western Australia, and the Northern Territory.
The Outage and Its Causes
Rue explained that a faulty systems upgrade triggered the outage. He stated that staff deviated from the established process during a firewall upgrade. The initial step of diverting calls to a separate part of the core network was not followed correctly.
"The process was not followed. It should be reiterated the issue occurred because there was a deviation in the established process and it will determine why triple-0 calls did not divert."
He also emphasized that the outage was not due to a lack of investment from Optus's parent company, Singtel, which has invested significantly in the Australian network over the past five years.
Mounting Pressure and Calls for Resignation
The outage has led to intense scrutiny and calls for Rue's resignation. Politicians, including Shadow Communications Minister Melissa McIntosh, have publicly questioned his leadership. Prime Minister Anthony Albanese has also suggested that Rue should consider his position. Despite the pressure, Singtel Group has expressed its support for Rue and the Optus management team.
"This is not about me. What we have here is lives that have been lost, what we have here is a failure of Triple-0, what we have here is processes in call centres, but also the network, not being followed," said Rue in response to calls for his resignation.
Independent Review and Further Scrutiny
Optus has appointed Kerry Schott AO to lead an independent review of the September 18 outage. The review will examine the operational management of emergency calls on the Optus network, the company's response to the incident, and its adherence to relevant policies and regulations. In addition to the outage, Optus is facing a AU$100 million penalty for "appalling and predatory" conduct in its sales practices between 2019 and 2023.
Actions and Apologies
Rue has contacted police in Western Australia and South Australia to seek guidance on how to engage with the families of those who died after being unable to reach emergency services. The Optus board, through chairman John Arthur, has also issued an apology for the failure and expressed condolences to the affected families.
| Key Event | Details |
|---|---|
| Triple-Zero Outage | Disrupted emergency calls in several states |
| Cause | Human error during a firewall upgrade |
| Independent Review | Led by Kerry Schott AO to examine the incident |
| Penalty | AU$100 million fine for sales misconduct |
