Optus fined $10.56M for failing emergency calls in 2023 outage

It failed to provide 2,145 emergency call services and 369 welfare checks.

Optus, a Singtel subsidiary, has paid over $10.56m in penalties for breaching emergency call rules following its major nationwide network outage on 8 November 2023.

The Australian Communications and Media Authority (ACMA) found that during the outage, Optus failed to provide emergency call services to 2,145 individuals and did not perform 369 welfare checks for those who had attempted emergency calls.

ACMA Chair Nerida O’Loughlin said that Optus' failures reflected inadequate network management, noting that the outage could have been prevented. The widespread disruption affected both individuals and businesses across Australia.

A post-incident government review identified further deficiencies in Optus' response to the outage, prompting regulatory measures aimed at improving the telecommunications sector's overall resilience during network failures.

Measures include better communication protocols for telcos during outages, strengthened oversight of emergency call services, regular system tests, and ensuring other providers can seamlessly handle emergency calls during outages.

ACMA has since revised the Telecommunications (Emergency Call Service) Determination 2019 and is working on a new industry standard mandating minimum levels of customer communication during service outages, alongside changes to how complaints are managed by telcos.