ACMA launches investigation into Optus over emergency call outage
In the latest news on Optus’ 000 outage — which contributed to the deaths of three people — ACMA today announced an official inquiry. Tomorrow, communications expert Peter Wilkinson will be investigating the crisis for Mumbrella from the point of view of the telco’s besieged communications team.
Optus is once again under investigation (Optus)
Optus is under the microscope with the Australian Communications and Media Authority (ACMA) announcing it will investigate the telco over the emergency call outage involved in the deaths of at least three people.
Telcos have an obligation to ensure calls are successfully carried to the emergency call service at all times. In the event of a significant network outage, they must also undertake welfare checks on callers who made unsuccessful emergency calls.
Optus customers suffered through a Triple Zero outage on Thursday, 18 September in certain parts of the country. Hundreds of emergency calls failed, and multiple deaths have so far been linked to the issue.
The investigation will look into Optus’ compliance with emergency call service regulations and other related rules. It will also examine whether Optus met its obligations to communicate information about the outage to customers, the public, Telstra, and other stakeholders including the relevant ministerial portfolio department, the Telecommunications Industry Ombudsman, the National Emergency Management Agency and ACMA.
Enjoying Mumbrella? Sign up for our free daily newsletter.
Optus has failed on this front before.
ACMA has previously found Optus breached the rules in 2023 during a nationwide outage. The telco was penalised $12 million by the ACMA for these breaches.
ACMA said it was deeply concerned there had been another occurrence.
“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,” it said in a statement.
ACMA said it was seeking detailed information from Optus about the outage and the actions taken in response – requests it expects Optus will fully cooperate with.
Optus has also launched its own investigation into the incident, and CEO Stephen Rue has issued an apology.
“I want to offer a sincere apology to all customers who could not connect to emergency services when they needed them most. And I offer my most sincere and heartfelt condolences to the families and friends of the people who passed away. I am so sorry for your loss,” he said late on Friday afternoon.
“What has happened is completely unacceptable. We have let you down.
“You have my assurance that we are conducting a thorough investigation and once concluded we will share the facts of the incident publicly.”
Optus has been subjected to a series of penalties and fines in recent years. In June, it agreed to pay $100 million for engaging in unconscionable conduct when selling goods and services to customers who did not want or need, could not use, or could not afford what they were sold. Many of the customers were vulnerable or experiencing disadvantage.
In 2020, it paid over $500,000 – at the time the second-largest-ever ACMA fine – for breaching spam laws.
