Singtel subsidiary Optus accepts 21 recommendations after September outage

This is to improve its culture, emergency call services, and device behaviour.

Singtel subsidiary Optus was found to have gaps in process and information protocols during the outage of its Triple Zero services in Australia on 18 September 2025.

Triple Zero services failed in South Australia, Western Australia, the Northern Territory, and part of New South Wales.

Optus said in a bourse filing that Dr. Kerry Schott’s independent review found that the provider had “gaps in process, accountability, and escalation and information protocols” during the outage.

It added that it has accepted Dr. Schott’s 21 recommendations for the provider to improve its culture, emergency call services, and device behaviour.

“We recognise the scale of the challenge and will act decisively to make the necessary changes to strengthen the business and rebuild trust,” said John Arthur, Optus chairman.

“In line with our commitment to be open about the events of 18 September, we will regularly report our progress to restore confidence in Optus and our network,” said Stephen Rue, Optus CEO.

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