Optus Staff Potentially Fired Following Inexcusable Triple Zero Outage Review

Recent reports reveal that Optus staff may face termination following a review of a significant Triple Zero outage. This incident, which occurred in September, exposed multiple governance failures within the telecommunications company.

Overview of the Outage

On September 18, around midnight, a routine firewall upgrade at the Regency Park exchange in Adelaide led to a catastrophic failure. Engineers at Optus mistakenly sent incorrect instructions to Nokia’s offshore operations team, who then utilized an outdated procedure lacking a critical step for traffic diversion.

Key Findings from the Review

The detailed 41-page review highlights a series of missteps that compounded the problem:

• Incorrect classification of the upgrade as having “no impact” allowed it to avoid proper senior reviews.
• Urgent work bypassed critical oversight by the Change Advisory Board.
• Alerts from the Network Operations Centre went largely ignored despite showing escalating call failure rates.
• Reports from customers about their inability to reach emergency services were not escalated properly.

Statements and Responses

Optus chairman John Arthur remarked on the unacceptable nature of the failures. The review characterized the situation as “inexcusable,” pointing to a focus on completion instead of ensuring correctness during the upgrade process.

Telecommunications analyst Paul Budde emphasized the underlying governance issue rather than a technical fault. He stated, “Ten separate failures don’t happen by accident.” This highlights a systemic oversight failure affecting risk management, as the networks division failed to communicate effectively with senior executives.

Impact and Further Actions

The repercussions of this outage have been profound. Initial communications to the Communications Minister Anika Wells reported that only 10 calls were affected, which later grew to 600 by the time executives addressed the media.

Optus has faced mounting pressure following this incident, as prior outages had already resulted in a $12 million fine in November 2023, affecting thousands of Australians. Recently, the company was also penalized $100 million for predatory sales practices.

Calls for Regulatory Review

Senator Sarah Hanson-Young has called for a comprehensive review of Optus’s operating license. She described the findings as a damning indictment of the company’s internal culture and accountability. “Optus must face serious consequences for its failure,” she stated, indicating that softening the government’s stance is not an option.

Future Investigations

The review has prompted a broader investigation into the emergency call system, revealing some devices delay connections to Triple Zero by 40 to 60 seconds. Additionally, the Australian Communications and Media Authority (ACMA) is investigating potential breaches of emergency call regulations.

As Optus navigates this challenging period, the company has pledged to undertake necessary reforms to ensure compliance and improve performance as a critical infrastructure provider.