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Optus fined $12 million over 2023 outage
ABC NEWS (Australia)
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11/8/2024
Optus has been hit with a $12-million penalty after thousands of customers were unable to call triple zero during last year's unprecedented network outage.
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00:00
Any Optus customer doesn't need reminding, millions of people couldn't use phone or internet
00:07
for up to 14 hours.
00:10
It had a massive impact across the economy.
00:14
People were unable to use FPOS machines, but it really disrupted every aspect of everyday
00:20
life for Optus customers.
00:22
And there was a lot of concern about the way Optus communicated during the outage, not
00:28
only with the public, but also with government.
00:31
And there's been a lot of recrimination since then and inquiries.
00:36
And we've just had the announcement about this investigation by the telecommunications
00:42
regulator ACMA.
00:43
Well, it found that Optus breached one of its most important obligations, that more
00:48
than 2000 people who were trying to call emergency services via triple zero or other means were
00:55
unable to.
00:56
And so that's people trying to get an ambulance, trying to call the police.
01:01
And you know, I spoke to one man who is a Gold Coast resident, who's a cancer patient
01:06
who is having a medical episode.
01:08
And he says he was trying to get an ambulance and couldn't for some time.
01:13
And not only that, but the investigation found that after the outage was over, Optus had
01:21
an obligation to do welfare checks on people who couldn't make those triple zero calls.
01:26
And it found that in more than 360 cases, it failed to do so, including the Gold Coast
01:32
man that I referenced.
01:33
He said he never got a welfare call from Optus.
01:36
And what's Optus said?
01:39
Optus has said that it has admitted that it let down its customers and that it's tried
01:44
to make amends for doing so.
01:46
It conducted an internal review that had a look at its systems and processes, including
01:52
about making emergency calls during an outage.
01:55
And it also says it's working with the government to implement the recommendations of a review
02:01
that was done that recommends there be increased obligations on the sector to make sure not
02:07
only that their networks are far more resilient, but also that they communicate much better
02:14
with both government and the public to make sure that, you know, the debacle, frankly,
02:19
that we saw during the Optus outage doesn't happen in the same way again.
02:23
The government is working through those recommendations from the Bean Review about exactly what should
02:30
change in the telecommunications sector.
02:32
But I think more broadly, there's a big discussion happening between consumer groups, the telco
02:39
sector and government about whether regulation of the sector is adequate and whether consumers
02:45
are properly protected.
02:47
And I think that is an ongoing conversation that is going to continue, not just with outage
02:53
outages, but with a range of other areas of telecommunications.
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