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Optus's September outage review in Australia flags urgent protocol gap

Optus - Australia's second largest telecoms service provider - said that an independent review of a?September?outage had found gaps in the process, accountability, escalated communication, and information protocol protocols. These need urgent attention.

In a statement, the firm said that "the independent review highlighted challenges in Optus’ culture which have affected decision-making and response times."

Optus' technical failure on September 18 disrupted emergency services, affecting 600 people. Four people died.

The?telecom company said at the time that a deviation?from the standard processes during an upgrade of the network caused the technical failure which prevented customers from making triple zero ("000") emergency calls.

Optus said that its board met on Tuesday, 16 December and accepted all of the recommendations. They "agreed?to move quickly with their implementation", according to a statement released on Thursday.

Chairman John Arthur stated that "the 'Board will take further action regarding individual accountability resulting from the incident. This may include financial penalties up to termination in appropriate cases."

Optus stated that the independent review made 21 recommendations. It said this was based on its multi-year transformation, and the changes it had already implemented after shortcomings in its initial response to incidents were identified. Reporting by Shivangi lahiri from Bengaluru, Editing by Alan Barona & Rashmi aich

(source: Reuters)