A review into the Optus outage of last November which left some customers unable to call triple zero has been handed down, finding Optus failed on multiple levels.
The government has accepted all 18 recommendations made by Richard Bean in the report.
‘Wilting’ on the 3g network – a process which powers down towers that aren’t operating properly to shut down, and reroute calls to other towers – didn’t occur last November, the report found.
Communications Minister Michelle Rowland.Credit: Alex Ellinghausen
This meant triple-0 calls were not able to be redirected to other networks.
“There needs to be a greater consumer focus when it comes to triple zero” Communications Minister Michelle Rowland said.
“We will be implementing the recommendation to establish a custodian of the triple zero service. This will initially be led by the Telecommunications Industry Ombudsman
The report also found Optus didn’t follow existing protocols in place for when there are mass outages including steps carriers must take. The government will make it mandatory for telecommunications companies to communicate with customers and relevant agencies to ensure the appropriate information is shared.
The government will also move to develop an industry standard for matters of compensation in relation to mass outages.
“It shouldn’t be so hard for consumers to exercise their rights just because of the fact that so many consumers may have been impacted,” Rowland said.