Optus outage sparks calls for inquiry after three fatal errors

The recent Optus network outage that disrupted access to emergency services in Australia has raised serious concerns about telecommunications resilience, regulatory scrutiny, and public safety.

The incident affected the ability of customers to contact Triple Zero (000), Australia's emergency services number, with authorities now confirming the disruption lasted up to ten hours rather than the initially reported two. Three fatalities have been linked to the outage, including a child, resulting in calls for a thorough investigation and examination of regulatory oversight.

Industry response

Kerrick Lehman, Managing Director for BT in Australia and New Zealand, commented on the broader implications for the telecommunications sector. He noted that while reactions from the public and media have been intense, the more productive approach is to focus on the lessons for the industry as a whole.

"There's been plenty of commentary and finger pointing, and anger - rightly so. However the most useful outcome isn't the pile on, it's the lessons we take as an industry. Globally, incidents where telecom outages interrupt emergency service access are rare but not unprecedented, and recent failures have raised serious concerns within the industry about public safety, regulatory oversight and technical resilience."

Lehman explained that although causes for such outages vary-from configuration errors to software or cyber incidents-the primary takeaway remains the same: robust resilience must be embedded in network architecture, going beyond superficial fixes or regulatory appearances.

He highlighted the commercial difficulties operators face, including competition, regulation, and the large investments required to maintain and upgrade infrastructure, especially where returns can be slow. "The government has a role to play to ensure there is value aligned to those investments, especially when critical national infrastructure is concerned," Lehman said.

Political reaction and calls for inquiry

Melissa McIntosh MP, the federal Shadow Minister for Communications, addressed the issue at length, expressing deep concern over both the incident and the information vacuum faced by the public and policymakers. She confirmed that lives were lost due to the outage, emphasising the expectation of Australians to be able to reach emergency services at any time.

"It is heartbreaking that three Australians have lost their lives because of this catastrophic failure of Optus in its - to its systems... I think about the summer to come and the bushfires ahead and what Australians may be faced with if they don't have the reliability of being able to call in their time of need."

McIntosh criticised the communication from Optus, stating that her office and other stakeholders were left in the dark about the length and cause of the outage, and that critical information seemed to be disclosed only through media statements or brief press conferences. She also raised questions around the timing of official notifications to both government and emergency services.

Addressing previous penalties and regulatory responses, McIntosh noted that despite a recent AUD $12 million fine and a series of government-recommended changes, these measures had not prevented the current failure. She called for a comprehensive, independent investigation into the incident and urged the government to utilise every available tool to determine the exact causes and to ensure accountability.

"This time, three lives have been lost, including our youngest citizen, a baby... Politicians, governments, and Australian companies should be putting Australians first and this time on this occasion they've really let every single Australian down and no more so than the families of these three people who have sadly lost their lives," McIntosh said.

Asked about potential for stronger penalties, McIntosh expressed doubt that fines alone were sufficient deterrents, highlighting the need for systemic improvement rather than relying solely on punitive measures.

Broader regulatory issues

The Shadow Minister was also questioned about new regulatory measures expected in November in response to previous Optus incidents. She pointed to the lack of complete information on the circumstances and impact of the outage, reiterating the need for a Commonwealth-led independent review. McIntosh stated that reassurances of robust, 24/7 operational networks are vital, especially as Australia heads into bushfire season and with the risk of further emergencies that require reliable communications infrastructure.

Industry commentators and political leaders agree that the incident highlights a pressing need for greater technical resilience, transparency in crisis communications, and for government and industry to collaborate to protect essential services and public safety.