OPTUS delayed triple zero death disclosure nearly 24 hours, Senate inquiry reveals
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Telecommunications giant Optus waited nearly a full day before informing the public and government regulators that its network outage had been linked to three deaths, instead prioritizing internal crisis management and executive talking points, a Senate inquiry heard Monday in testimony that revealed systemic failures across Australia’s second-largest mobile carrier.
Chief Executive Officer Stephen Rue appeared before the Senate inquiry Monday and acknowledged serious mistakes in the company’s handling of the triple zero emergency services failure, but rejected repeated calls for his resignation despite accepting that three deaths had been connected to the telecommunications breakdown.
The inquiry exposed a troubling timeline in which Optus executives learned of the fatal consequences of their network failure on a Friday morning but delayed notifying government authorities while conducting internal meetings and preparing public relations strategies.
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Timeline of Failures
According to testimony presented to the inquiry, Optus discovered on Friday morning that the network outage had resulted in three deaths due to failed triple zero emergency calls. However, the company did not immediately inform the Australian Communications and Media Authority (ACMA), the Department of Communications, or ministerial offices.
Instead, Rue prioritized internal crisis meetings with board members and senior executives, a decision that drew sharp criticism from senators conducting the investigation.
When questioned about the delay, Rue defended the timeline of his actions while acknowledging the gravity of the situation: “The obligation we had on the 18th was to inform the ACMA and, as I said, the ECP of the fact that there had been a network outage, and we did that.”
He added: “Because we did that, we also made sure, which is not required by regulation, but we made sure that we informed the department and the minister’s office as well.”
Senators challenged this explanation directly, questioning why Rue did not immediately update authorities once the company learned that previous information provided had been catastrophically inadequate.
“Surely you have an obligation to inform the regulator and the government as soon as you know that the information you had previously given them was wrong, grossly inadequate, wrong, so wrong that it actually has led and is linked to people’s death,” one senator stated during questioning.
CEO Issues Apology But Refuses to Resign
Rue issued multiple apologies throughout the hearing, stating he was “deeply sorry” about the outage and its fatal consequences. However, he resisted sustained pressure from senators to resign from his position.
The CEO’s refusal to step down comes despite having previously guaranteed the Australian public that a similar outage would not occur again following a November 2023 network failure. Approximately 18 months after that promise, Optus experienced another major outage with significantly more serious consequences.
Expert Analysis: Systemic Organizational Failure
RMIT Associate Professor Mark Gregory, a telecommunications expert who observed the inquiry proceedings, characterized the testimony as revealing fundamental problems throughout the organization.
“It was a remarkable day because we witnessed some dodging and weaving at the highest levels of one of Australia’s major corporations,” Gregory told ABC Afternoon Briefing. “And we also witnessed a remarkable dodging and weaving from the executives at the Australian Communications and Media Authority.”
Gregory noted that Rue attempted to shift blame to Nokia, the telecommunications equipment supplier, rather than accepting full corporate responsibility for the failures.
“It works because we see chairmen of boards and CEOs today refusing to take responsibility for their actions,” Gregory explained. “And in this particular case, we witnessed the chair of Optus, Mr Arthur, and also the CEO, Mr Roo, do their very best to blame everyone else and to push things down the road.”
Antiquated Communication Systems
The inquiry revealed that Optus relies on email systems to notify authorities of major outages rather than utilizing automated portals or online systems that would be standard in modern telecommunications operations.
Gregory highlighted this as evidence of systemic technological inadequacy: “We heard evidence today that they’re using email to notify people of major outages rather than having automated portals and online forms and systems that you would expect in the modern era.”
He noted that Optus made critical errors in notification procedures, including sending an email to an account that was no longer monitored: “The mistake they made in one instance was to send email to an email account that’s no longer used.”
Gregory characterized these revelations as demonstrating dangerous organizational dysfunction: “What we’re seeing is antiquated systems from the 1990s being used for one of Australia’s most important systems for the Australian citizens, and that is triple zero.”
His assessment of the company’s overall state was blunt: “The outcome that you would come from today’s inquiry is that Optus really is a schmozzle. There’s nothing that you could say that’s positive about Optus right now.”
Regulatory Questions and Government Responsibility
The inquiry raised fundamental questions about regulatory oversight and licensing decisions, with senators questioning why Optus’s telecommunications license had been renewed given the company’s track record of failures.
Gregory placed significant responsibility on government authorities and regulatory frameworks: “The government has really got a big problem on its hands because ultimately the government is responsible for telecommunications market and industry and the legislation and regulations. And they’re clearly not up the scratch if you look at what’s happening within the industry.”
He noted that penalty structures provide insufficient deterrence: “The penalties are too low. Optus knows that they’re only going to get a slap on the wrist for this. And, you know, the overall outcome for Australian consumers is very poor.”
The Australian Communications and Media Authority also faced criticism during the inquiry for what Gregory characterized as insufficient oversight and regulatory enforcement.
Promised Reforms and Continuing Risks
Optus announced during the inquiry that it would onshore previously offshore operations, a move Gregory acknowledged as “a step in the right direction” but insufficient to address systemic problems throughout the organization.
When asked whether reforms would prevent similar incidents during the approaching summer emergency season, Gregory expressed skepticism: “I think that we’re at risk of this again.”
He noted that small outages continue to occur regularly, citing a recent incident in the Kimberley region of Western Australia as evidence that fundamental reliability problems persist.
Gregory questioned whether CEO Rue, who has held the position for 18 months, can effect meaningful organizational change: “18 months is an awfully long time in the CEO’s role, given that the average CEO only stays in that role for about three years. Mr. Roo hasn’t affected change within Optus that, you know, we would expect. And you would therefore be very concerned that this is going to happen again.”
Broader Industry Implications
The Optus failures have prompted urgent discussions about telecommunications reliability standards, emergency services backup systems, and corporate accountability in critical infrastructure sectors.
The triple zero system represents essential emergency infrastructure, with failures potentially resulting in deaths during medical emergencies, fires, violent incidents, or natural disasters. The revelation that communication systems supporting triple zero rely on outdated notification procedures has raised concerns about whether other carriers maintain adequate standards.
Regulatory authorities must now consider whether current penalty structures and licensing requirements provide sufficient incentives for telecommunications companies to maintain reliability standards appropriate to their role in public safety.
The inquiry continues, with additional witnesses expected to provide testimony about regulatory oversight, industry standards, and technical aspects of the network failure. The government has committed to considering reforms to telecommunications regulations and emergency services protocols based on inquiry findings.
Political and Public Response
The Optus failures have generated significant public anger, with consumer advocacy groups calling for stronger penalties and more robust regulatory oversight. Social media responses to the inquiry testimony reflected widespread frustration with what many perceive as inadequate corporate accountability for failures that resulted in deaths.
Opposition politicians have seized on the incident to criticize government regulatory frameworks, while government members have emphasized that the inquiry process demonstrates appropriate oversight mechanisms are functioning.
The coming weeks will reveal whether the inquiry produces meaningful regulatory reforms or merely generates political theater without substantive changes to telecommunications industry standards and accountability measures.
For the families of the three individuals who died when emergency services calls failed to connect, the inquiry provides a public forum for demanding answers and accountability. However, questions remain about whether any legal or financial consequences will follow for the executives whose decisions contributed to the fatal failures.
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