Optus has released the findings of an independent review into a network outage that left hundreds of customers unable to contact emergency services earlier this year.
The review, conducted by business executive Dr Kerry Schott, found significant gaps in Optus’ “process, accountability, escalation and information protocols.
Schott said two deaths had been linked to the outage.
Optus has agreed to implement all 21 of Schott’s recommendations.
Background
On 18 September, Optus began a routine system upgrade. In what CEO Stephen Rue later called a “human error,” calls were not diverted to a different part of the network while the upgrade was taking place.
This resulted in calls to Triple Zero not connecting.
Over a period of about 15 hours, 605 people tried to call Triple Zero and could not get through.
Optus initially reported 10 calls were affected.
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The incident came after a previous Optus outage in November 2023, which left millions of people without phone reception and internet, including almost 2,700 people who tried and failed to call Triple Zero.
Optus said that outage was caused by a “routine software upgrade.”
A Government-commissioned review of the 2023 outage recommended a “custodian” be appointed to oversee the Triple Zero system. The Government accepted this recommendation.
Gaps
Schott identified “challenges” in Optus’ workplace culture that have “impacted decision-making and response times.”
- Its recommendations included:
Strengthening controls and protocols to ensure the correct processes are followed - Increasing management presence in call centres and training to encourage escalation of issues
- Improving customers’ understanding of Triple Zero systems, including possible normal delays.
The company’s board has agreed to adopt all the recommendations.
