Optus executives are returning to Parliament this week to explain how the company has changed following last year’s triple-zero outage that prevented hundreds of Australians from reaching emergency services. The parliamentary inquiry is examining both the technical failure and whether the telecommunications provider has introduced meaningful reforms to prevent a similar incident from happening again.
The network outage on September 18 lasted for almost 14 hours and affected emergency calls across South Australia, Western Australia, the Northern Territory and parts of New South Wales. Authorities have linked the incident to two deaths, making it one of the most serious telecommunications failures in Australia in recent years.
Inquiry to examine what has changed since the outage
A public hearing in Canberra will hear evidence from senior Optus executives, including chief executive Stephen Rue, as senators assess whether the company has strengthened its emergency response systems, governance and operational processes.
The hearing begins with evidence from independent reviewer Dr Kerry Schott, whose investigation found shortcomings in internal accountability, escalation procedures and communication during the outage. Her review concluded that improvements were needed not only in technology but also in leadership and organisational decision-making.
For more on the latest developments surrounding the inquiry, see our earlier report on the Optus triple-zero inquiry and reform plan.
All 21 recommendations have been accepted
Dr Schott made 21 recommendations aimed at improving how Optus detects, escalates and manages major network incidents. The company’s board accepted every recommendation and committed to implementing them across its operations.
Optus is expected to outline progress on technical upgrades designed to improve emergency call access during network disruptions, along with broader reforms covering staff training, incident management, governance and company culture.
Singtel and emergency agencies will also give evidence
As Optus is wholly owned by Singapore-based telecommunications company Singtel, representatives from the parent company are also scheduled to appear before the committee.
The inquiry will also hear from Apple Australia, Google Australia, NSW Ambulance and the National Emergency Management Agency. Their evidence will help lawmakers understand how smartphones, mobile networks and emergency services interact during large-scale outages and whether additional safeguards are required.
Customer complaints increased after the incident
The impact of the outage continued well after network services were restored. The Telecommunications Industry Ombudsman reported that complaints about mobile services increased by 3.6% between October and December, with total complaints exceeding 14,000. More than 6,000 of those complaints related specifically to mobile services.
The figures highlight the broader effect the outage had on customer confidence, particularly as Australians increasingly depend on mobile networks for emergency communication and essential daily services.
Public trust remains central to the inquiry
In its submission to the parliamentary inquiry, Optus acknowledged responsibility for the failures and said reliable access to triple-zero (000) services is fundamental to public safety. The company also apologised to everyone affected and expressed its condolences to the families and friends of those who lost loved ones following the outage.
The committee’s findings are expected to influence future telecommunications regulations and emergency calling standards, with lawmakers focused on ensuring Australians can continue to access emergency services even if a major network failure occurs.
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