Optus' shocking admission: Triple-0 failure affects more people than you think!
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Optus, one of Australia's leading telecommunications companies, has admitted that the number of people affected by its triple-0 failures during last year's network outage was ten times more than initially reported.
This startling disclosure has raised serious concerns about the reliability of emergency services and the accountability of telcos in Australia.
Previously, Optus had informed a Senate inquiry and the regulator that only 228 customers were unable to connect to the triple-0 emergency service during the network outage on 8 November.
However, in a recent announcement, the telco admitted that an additional 2,468 customers had also experienced the same issue, bringing the total number of affected customers to a staggering 2,696.
This revelation has raised eyebrows and caused a stir in the Senate. Kelly Bayer Rosmarin, the then-CEO of Optus, said, ‘We have done welfare checks on all of those 228 calls. Thankfully, everybody is OK.’
However, the federal government confirmed that the information previously provided by Optus to the Senate, the public, and the regulator was inaccurate.
Communications Minister Michelle Rowland expressed frustration over this development, stating, 'This is a deeply concerning development given the critical importance of the Triple Zero service.'
Under regulations introduced in 2019, telcos are required to conduct welfare checks on customers who fail to connect to emergency services during network outages.
However, Optus admitted that a ‘welfare check was not undertaken’ on the additional 2,468 customers discovered.
The revelation came after documents obtained by the media showed that Optus, the federal government and the telecommunications regulator were aware of the issue with triple-0 calls hours before the public was informed.
In one instance, a customer tried multiple times to call an ambulance and only got through after 15 minutes. He said that no one from Optus had called him to check on his welfare.
The outage also crippled major health services in Victoria. Barwon Health was unable to make or receive calls during the service disruption.
Customers were frustrated and disconnected, unable to send or receive voice calls or texts during this period.
Optus Interim CEO Michael Venter offered his 'deepest apologies' to all affected customers.
‘There is nothing more important to us than the safety and security of our customers, but regrettably, on 8 November, we did not meet the standards our customers and the community expect from us,’ Optus Interim CEO Michael Venter said in a statement.
‘I offer my deepest apologies to all those customers who were unable to access Triple Zero services during the outage and did not receive a follow-up check from us.’
‘We are writing to each customer individually to apologise for this and provide the opportunity to discuss their specific circumstances and whether there is anything we can do to assist them further.’
‘We know we let our customers down, and our entire team is committed to addressing all learnings from the outage.’
Optus said that it would update the Senate record and had given more information to the regulator, the Australian Communications and Media Authority (ACMA).
ACMA is currently investigating whether Optus complied with regulations during the November 8 outage.
‘The ACMA's investigation will focus on a number of obligations under the Determination, including the responsibility for the provider to undertake a welfare check on an end-user who has made an unsuccessful emergency call during a significant outage,’ it said in a statement.
The federal government has also initiated a post-incident review into the outage, which is expected to report by the end of February.
What are your thoughts on this incident? Have you ever experienced the effects of the outage? Share your experiences and thoughts in the comments below.
This startling disclosure has raised serious concerns about the reliability of emergency services and the accountability of telcos in Australia.
Previously, Optus had informed a Senate inquiry and the regulator that only 228 customers were unable to connect to the triple-0 emergency service during the network outage on 8 November.
However, in a recent announcement, the telco admitted that an additional 2,468 customers had also experienced the same issue, bringing the total number of affected customers to a staggering 2,696.
Optus admitted the number of affected customers by the triple-0 failures had increased. Credit: Shutterstock
This revelation has raised eyebrows and caused a stir in the Senate. Kelly Bayer Rosmarin, the then-CEO of Optus, said, ‘We have done welfare checks on all of those 228 calls. Thankfully, everybody is OK.’
However, the federal government confirmed that the information previously provided by Optus to the Senate, the public, and the regulator was inaccurate.
Communications Minister Michelle Rowland expressed frustration over this development, stating, 'This is a deeply concerning development given the critical importance of the Triple Zero service.'
Under regulations introduced in 2019, telcos are required to conduct welfare checks on customers who fail to connect to emergency services during network outages.
However, Optus admitted that a ‘welfare check was not undertaken’ on the additional 2,468 customers discovered.
The revelation came after documents obtained by the media showed that Optus, the federal government and the telecommunications regulator were aware of the issue with triple-0 calls hours before the public was informed.
In one instance, a customer tried multiple times to call an ambulance and only got through after 15 minutes. He said that no one from Optus had called him to check on his welfare.
The outage also crippled major health services in Victoria. Barwon Health was unable to make or receive calls during the service disruption.
Customers were frustrated and disconnected, unable to send or receive voice calls or texts during this period.
Optus Interim CEO Michael Venter offered his 'deepest apologies' to all affected customers.
‘There is nothing more important to us than the safety and security of our customers, but regrettably, on 8 November, we did not meet the standards our customers and the community expect from us,’ Optus Interim CEO Michael Venter said in a statement.
‘I offer my deepest apologies to all those customers who were unable to access Triple Zero services during the outage and did not receive a follow-up check from us.’
‘We are writing to each customer individually to apologise for this and provide the opportunity to discuss their specific circumstances and whether there is anything we can do to assist them further.’
‘We know we let our customers down, and our entire team is committed to addressing all learnings from the outage.’
Optus said that it would update the Senate record and had given more information to the regulator, the Australian Communications and Media Authority (ACMA).
ACMA is currently investigating whether Optus complied with regulations during the November 8 outage.
‘The ACMA's investigation will focus on a number of obligations under the Determination, including the responsibility for the provider to undertake a welfare check on an end-user who has made an unsuccessful emergency call during a significant outage,’ it said in a statement.
The federal government has also initiated a post-incident review into the outage, which is expected to report by the end of February.
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