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Optus' September outage review in Australia flags gaps for urgent protocol

Optus, Australia’s second largest telecoms services provider, announced on Thursday that a?independent review of its September outage? found gaps in process, accountability and protocols for information.

The review "highlighted challenges in Optus' culture that have impacted decision-making and response times," the Singapore Telecommunications-owned company said in ?a statement.

Review revealed that 75% out of 605 emergency calls made on September 18 failed to connect. This led to the deaths of two people. The outage, which was caused by an issue with the network firewall, lasted for?13 hours, and affected hundreds of customers.

The telecom carrier claimed that the failure was caused by a deviation from standard procedures during a network update. This prevented customers from calling triple zero ("000") in an emergency.

The firm said that at its December 16 meeting, the board of?Optus accepted all recommendations and "agreed" to implement them quickly.

John Arthur, the board's chairman, said that "the board will take further action in relation to individual accountability arising from the incident. This may include financial penalties or termination where appropriate."

Optus stated that the independent review made 21 recommendations. It said this was based on its multi-year transformation, and changes already implemented after deficiencies were identified in their initial incident response. Reporting by Shivangi lahiri from Bengaluru, Editing by Alan Barona and Rashmi aich; Subhranshu Sahu.

(source: Reuters)