When emergency strikes, Australians expect to dial 000 and get help—but a series of catastrophic outages has shattered that basic trust. Now, after four people died when they couldn't reach emergency services, the government is scrambling to introduce new laws to prevent future tragedies.
The latest crisis unfolded on September 18, 2024, when a botched Optus network upgrade prevented around 600 emergency calls to Triple Zero across Australia.
Among the victims were an eight-week-old baby and 68-year-old woman in Adelaide, and two men aged 49 and 74 in Western Australia.
The outage lasted from shortly after midnight until about 1:50pm on Thursday - far longer than Optus initially claimed.
Communications Minister Anika Wells this week revealed plans to present a bill to parliament enshrining a permanent Triple Zero Custodian within the Australian Communications and Media Authority (ACMA).
The move represents a belated response to mounting criticism that the government ignored warning signs from previous outages.
'I have not witnessed such incompetence from an Australian corporation in respect to communications worse than this'
A pattern of deadly failures
The September tragedy wasn't an isolated incident. In November 2023, Optus was responsible for another network meltdown which prevented more than 2,100 people from accessing Triple Zero, and failed to conduct 369 welfare checks on people who had attempted to make an emergency call during the outage.
Optus was hit with a record $12 million fine by ACMA for that breach.
Even Telstra, which operates Australia's Triple Zero service, wasn't immune. On 1 March 2024, a Telstra network disruption resulted in 127 calls to Triple Zero failing, earning the company a $3 million fine from ACMA.
The pattern reveals a telecommunications industry that has repeatedly failed in its most fundamental responsibility—keeping emergency services accessible when lives are on the line.
How Triple Zero actually works
Triple Zero is a cooperative service involving telecommunications companies and emergency services in each state or territory. The Triple Zero core components are implemented separately, meaning any issue with them does not affect calls on the normal network [7]. That's why during the September outage, normal calls were still connecting while emergency calls failed [8]. All telcos must provide a 'camp-on' mechanism that should divert emergency calls to other carriers if their own network fails [9].
Government's delayed response draws criticism
The Triple Zero Custodian was one of 18 recommendations from a review into the November 2023 Optus outage, completed in March 2024.
The review recommended establishing a 'Triple Zero custodian' with oversight and overarching responsibility for the efficient functioning of the Triple Zero ecosystem [10].
Despite accepting all 18 recommendations, the government moved slowly on implementation. In April 2024, the government labelled the Triple Zero Custodian role a 'priority recommendation' but flagged further consultation - consultation that dragged on as more outages occurred.
Opposition communications spokeswoman Melissa McIntosh criticised Labor's sluggish response, noting: 'There were warning signs in 2023 when Optus had the first outage. No one died. People died this time. This is life and death'.
The government finally established a custodian administratively within the Communications Department in March, but Minister Wells acknowledged that enshrining it in law would deliver 'new powers' for more effective oversight.
What will the Triple Zero custodian actually do?
The custodian will have oversight of and overarching responsibility for the efficient functioning of the Triple Zero ecosystem, including monitoring the end-to-end performance of the ecosystem.
However, the custodian cannot issue penalties (that remains with ACMA) or create regulations, but it can identify the need for rules and formally recommend that industry or ACMA develop and implement them [14].
According to the minister, the custodian will have 'end-to-end' oversight of emergency calls and issue performance requirements to telco providers. From 1 November, telecommunications companies will be required to provide real-time updates on any outages to emergency services, ACMA, and the government.
New requirements starting November 1, 2024
- Real-time outage reporting to emergency services and ACMA
- Triple Zero testing mandatory during all system upgrades
- Improvement plans required after any outage
- Regular end-to-end testing of the entire Triple Zero system
- Better coordination between telcos and emergency services
What this means for you
For older Australians who may rely more heavily on emergency services, these changes represent crucial safety improvements.
The new custodian should provide better oversight and faster responses when problems arise. However, experts note there's no certainty a custodian would have prevented all the risks from recent outages, but it might have helped.
The key change is accountability—telcos will face closer scrutiny and faster intervention when emergency services are at risk. Leaders of Australia's big three telcos were summoned to Canberra this week to give assurances they can comply with the new legal obligations.
Learning from tragedy
South Australian Premier Peter Malinauskas captured the public's fury, saying he had 'not witnessed such incompetence from an Australian corporation in respect to communications worse than this'.
The deaths of four people, including a baby, have finally galvanised political action that should have happened after the 2023 outages.
As ACMA stated: 'Australians must be able to contact emergency services whenever they need help.
This is the most fundamental responsibility every telco provider has to the public. When an emergency call fails to connect, the consequences for public health and safety can be devastating'.
The new legislation represents more than regulatory tinkering—it's about restoring faith in a system that Australians must be able to trust with their lives.
Did you know?
Did you know?
Australia has two other emergency numbers besides 000: 112 (which works on mobile phones) and 106 (a text-based service for people who are deaf or have hearing or speech impairments) [20]. However, you cannot contact emergency services by text message using 000 or 112 [21].
What This Means For You
The government's promise to rebuild confidence in Triple Zero comes at a critical time. With an ageing population increasingly reliant on emergency services, ensuring these systems work when needed isn't just good policy—it's a matter of life and death.
Have you ever had trouble getting through to Triple Zero, or do you have concerns about emergency service reliability in your area? Share your experiences in the comments below.
Original Article
https://www.news.com.au/technology/...3e820578eb98e1ebc12db5737ca3bd?from=rss-basic
Optus Triple Zero outage has left multiple people dead. A telecommunications expert explains what went wrong—and how to fix it
Cited text: Multiple people have died after a botched Optus network upgrade on Thursday prevented around 600 emergency calls to Triple Zero across Australia.
Excerpt: a botched Optus network upgrade prevented around 600 emergency calls to Triple Zero across Australia
https://theconversation.com/optus-t...ains-what-went-wrong-and-how-to-fix-it-265692
'Incredibly tragic event': Fourth death linked to 10-hour Optus triple-zero outage
Cited text: Rue said the outage was caused by a botched firewall upgrade and emergency call access was restored about 1.50 pm on Thursday.
Excerpt: a botched Optus network upgrade prevented around 600 emergency calls to Triple Zero across Australia
https://www.sbs.com.au/news/article/fourth-death-linked-to-optus-triple-zero-outage/0tejm01pf
'Incredibly tragic event': Fourth death linked to 10-hour Optus triple-zero outage
Cited text: An eight-week-old baby and 68-year-old woman also died in Adelaide during the outage, as did a 74-year-old man in Perth.
Excerpt: an eight-week-old baby and 68-year-old woman in Adelaide, and two men aged 49 and 74 in Western Australia
https://www.sbs.com.au/news/article/fourth-death-linked-to-optus-triple-zero-outage/0tejm01pf
Baby among deaths linked to Optus triple-zero outage | Newcastle Weekly
Cited text: SA Police said an eight-week-old boy from the town of Gawler and a 68-year-old woman from the Queenstown suburb of Adelaide passed away.
Excerpt: an eight-week-old baby and 68-year-old woman in Adelaide, and two men aged 49 and 74 in Western Australia
https://newcastleweekly.com.au/baby-among-deaths-linked-to-optus-triple-zero-outage
'Incredibly tragic event': Fourth death linked to 10-hour Optus triple-zero outage
Cited text: The latest advice indicates the outage lasted from shortly after midnight on Thursday until lunchtime on Thursday.
Excerpt: from shortly after midnight until about 1:50pm on Thursday
https://www.sbs.com.au/news/article/fourth-death-linked-to-optus-triple-zero-outage/0tejm01pf
Optus Triple Zero outage has left multiple people dead. A telecommunications expert explains what went wrong—and how to fix it
Cited text: On November 8 2023, Optus was responsible for another network meltdown which prevented more than 2,100 people from accessing Triple Zero. Optus also f...
Excerpt: In November 2023, Optus was responsible for another network meltdown which prevented more than 2,100 people from accessing Triple Zero, and failed to conduct 369 welfare checks on people who had attempted to make an emergency call during…
https://theconversation.com/optus-t...ains-what-went-wrong-and-how-to-fix-it-265692
Optus Triple Zero outage has left multiple people dead. A telecommunications expert explains what went wrong—and how to fix it—Law Society Journal
Cited text: Optus, however, was hit with a A$12 million fine by the ACMA for breaching emergency call regulations.
Excerpt: Optus was hit with a record $12 million fine by ACMA for that breach
https://lsj.com.au/articles/optus-t...t-explains-what-went-wrong-and-how-to-fix-it/
'Incredibly tragic event': Fourth death linked to 10-hour Optus triple-zero outage
Cited text: The telco was fined more than $12 million for breaching emergency call rules during the nationwide outage.
Excerpt: Optus was hit with a record $12 million fine by ACMA for that breach
https://www.sbs.com.au/news/article/fourth-death-linked-to-optus-triple-zero-outage/0tejm01pf
Optus Triple Zero outage has left multiple people dead. A telecommunications expert explains what went wrong—and how to fix it
Cited text: On March 1 2024, a Telstra network disruption resulted in 127 calls to Triple Zero failing—thankfully without fatal consequences. In that case, the ...
Excerpt: On March 1, 2024, a Telstra network disruption resulted in 127 calls to Triple Zero failing, earning the company a $3 million fine from ACMA
https://theconversation.com/optus-t...ains-what-went-wrong-and-how-to-fix-it-265692
Optus Triple Zero outage has left multiple people dead. A telecommunications expert explains what went wrong—and how to fix it
Cited text: That’s because Triple Zero is a cooperative service that involves telecommunications companies, as well as the governments and emergency services in e...
Excerpt: Triple Zero is a cooperative service involving telecommunications companies and emergency services in each state or territory.
https://theconversation.com/optus-t...ains-what-went-wrong-and-how-to-fix-it-265692
Optus Triple Zero outage has left multiple people dead. A telecommunications expert explains what went wrong—and how to fix it
Cited text: Normal calls were still connecting during this Triple Zero outage.
Excerpt: normal calls were still connecting while emergency calls failed
https://theconversation.com/optus-t...ains-what-went-wrong-and-how-to-fix-it-265692
Optus Triple Zero outage has left multiple people dead. A telecommunications expert explains what went wrong—and how to fix it
Cited text: They must also have what’s known as a “camp-on” mechanism in place.
Excerpt: a 'camp-on' mechanism that should divert emergency calls to other carriers if their own network fails
https://theconversation.com/optus-t...ains-what-went-wrong-and-how-to-fix-it-265692
Government summons Optus, Telstra to Canberra over triple-zero failings | SBS News
Cited text: The establishment of a 'Triple Zero guardian' to provide independent oversight of the emergency system was a key recommendation of the review into a 2...
Excerpt: The Triple Zero Custodian was one of 18 recommendations from a review into the November 2023 Optus outage, completed in March 2024.
https://www.sbs.com.au/news/article...-canberra-over-triple-zero-failings/tic2vlzkt
Optus Triple Zero outage has left multiple people dead. A telecommunications expert explains what went wrong—and how to fix it—Law Society Journal
Cited text: It was also subject to a formal review, commissioned by the Australian government and completed in April, which made 18 recommendations to prevent sim...
Excerpt: The Triple Zero Custodian was one of 18 recommendations from a review into the November 2023 Optus outage, completed in March 2024.
https://lsj.com.au/articles/optus-t...t-explains-what-went-wrong-and-how-to-fix-it/
Government summons Optus, Telstra to Canberra over triple-zero failings | SBS News
Cited text: In April 2024, the government labelled the role a 'priority recommendation' but flagged further consultation.
Excerpt: In April 2024, the government labelled the Triple Zero Custodian role a 'priority recommendation' but flagged further consultation
https://www.sbs.com.au/news/article...-canberra-over-triple-zero-failings/tic2vlzkt
Government summons Optus, Telstra to Canberra over triple-zero failings | SBS News
Cited text: 'But in the end, this is Optus' failure, and it's a devastating failure for Australian families who just expect triple zero to deliver.'
Excerpt: 'There were warning signs in 2023 when Optus had the first outage. No one died.
https://www.sbs.com.au/news/article...-canberra-over-triple-zero-failings/tic2vlzkt
How exactly would a Triple Zero custodian help prevent a repeat of the fatal Optus outage?
Cited text: The second of these was to: Establish a Triple Zero custodian, with oversight of and overarching responsibility for the efficient functioning of the T...
Excerpt: The custodian will have oversight of and overarching responsibility for the efficient functioning of the Triple Zero ecosystem, including monitoring the end-to-end performance of the ecosystem
https://theconversation.com/how-exa...ent-a-repeat-of-the-fatal-optus-outage-265865
How exactly would a Triple Zero custodian help prevent a repeat of the fatal Optus outage?
Cited text: The custodian could not issue penalties, as the power to do so in the Federal Court would remain with the ACMA.The custodian could not create regulati...
Excerpt: the custodian cannot issue penalties (that remains with ACMA) or create regulations, but it can identify the need for rules and formally recommend that industry or ACMA develop and implement them
https://theconversation.com/how-exa...ent-a-repeat-of-the-fatal-optus-outage-265865
Government summons Optus, Telstra to Canberra over triple-zero failings | SBS News
Cited text: From 1 November, telcos will be required to provide real-time updates on network failures.
Excerpt: From November 1, telecommunications companies will be required to provide real-time updates on any outages to emergency services, ACMA, and the government
https://www.sbs.com.au/news/article...-canberra-over-triple-zero-failings/tic2vlzkt
Government summons Optus, Telstra to Canberra over triple-zero failings | SBS News
Cited text: From 1 November, telecommunications companies will be required to provide real-time updates on any outages to emergency services, the communications w...
Excerpt: From November 1, telecommunications companies will be required to provide real-time updates on any outages to emergency services, ACMA, and the government
https://www.sbs.com.au/news/article...-canberra-over-triple-zero-failings/tic2vlzkt
How exactly would a Triple Zero custodian help prevent a repeat of the fatal Optus outage?
Cited text: There is no certainty a custodian would have prevented all of the risks from the Optus outage last week. But it might have helped.
Excerpt: experts note there's no certainty a custodian would have prevented all the risks from recent outages, but it might have helped
https://theconversation.com/how-exa...ent-a-repeat-of-the-fatal-optus-outage-265865
Government summons Optus, Telstra to Canberra over triple-zero failings | SBS News
Cited text: On Saturday, Communications Minister Anika Wells wrote to embattled Optus CEO Stephen Rue, Telstra CEO Vicki Brady, and TPG CEO Iñaki Berroeta to requ...
Excerpt: Leaders of Australia's big three telcos were summoned to Canberra this week to give assurances they can comply with the new legal obligations
https://www.sbs.com.au/news/article...-canberra-over-triple-zero-failings/tic2vlzkt
Optus Triple Zero outage has left multiple people dead. A telecommunications expert explains what went wrong—and how to fix it
Cited text: “I have not witnessed such incompetence from an Australian corporation in respect to communications worse than this,” South Australian premier Peter M...
Excerpt: South Australian Premier Peter Malinauskas captured the public's fury, saying he had 'not witnessed such incompetence from an Australian corporation in respect to communications worse than this'
https://theconversation.com/optus-t...ains-what-went-wrong-and-how-to-fix-it-265692
ACMA statement on Optus Triple Zero investigation | ACMA
Cited text: Australians must be able to contact emergency services whenever they need help. This is the most fundamental responsibility every telco provider has t...
Excerpt: As ACMA stated: 'Australians must be able to contact emergency services whenever they need help.
https://www.acma.gov.au/acma-statement-optus-triple-zero-investigation
Emergency calls | ACMA
Cited text: Australia also has 2 other emergency service numbers, but they only work on some services: ... 106 can only be used with a teletypewriter (TTY) or a d...
Excerpt: Australia has two other emergency numbers besides 000: 112 (which works on mobile phones) and 106 (a text-based service for people who are deaf or have hearing or speech impairments)
https://www.acma.gov.au/emergency-calls
Emergency calls | ACMA
Cited text: · You cannot contact 000 or 112 by text message.
Excerpt: you cannot contact emergency services by text message using 000 or 112
https://www.acma.gov.au/emergency-calls
Seniors Discount Club
Latest Articles
-
-
-
Melbourne's long-awaited Metro Tunnel to open in December, premier says
- Started by ABC News
- Replies: 0
-
The great retirement gap: Why do women continue to get such a raw deal?
- Started by Kaye Fallick
- Replies: 0
-
Potato shortage hits as South Australian growers struggle with extreme weather
- Started by ABC News
- Replies: 0
