Optus Network Failure Review Shows Deep Flaws and Urgent Safety Risks

Post by : Saif Nasser

The independent review into Optus’ major network outage in September has revealed serious weaknesses that placed public safety at risk. The findings show that the failure was not just a technical problem but also a result of poor processes, unclear responsibility, and slow decision-making inside one of Australia’s largest telecommunications companies.

The outage occurred on September 18 and lasted for about 13 hours. During this time, hundreds of thousands of Optus customers were unable to make calls, access data, or use essential services. The most alarming result was the failure of emergency services access. According to the review, 75% of the 605 emergency “000” calls made during the outage did not connect. Authorities have linked the disruption to two deaths, making the incident one of the most serious telecom failures in recent years.

Optus said the disruption was caused by a firewall upgrade that did not follow standard operating procedures. A change in the usual process triggered a technical breakdown that spread across the network. While upgrades are common in large systems, the review found that safeguards meant to prevent such widespread failure were either missing or not properly followed.

The review also highlighted problems in Optus’ workplace culture. It said confusion over roles and responsibilities slowed the company’s response. Important decisions were delayed, information was not shared clearly, and escalation procedures were weak. These failures meant the company struggled to respond quickly at a time when minutes could have saved lives.

Another key concern was communication. Customers received limited and unclear updates while the outage continued. Emergency services were also affected, raising serious questions about how prepared the company was to manage a crisis of this scale.

Optus’ board met on December 16 and accepted all 21 recommendations made in the independent report. The company said it would act quickly to put these changes into place. The recommendations build on reforms already started after problems were found in Optus’ initial handling of the incident.

Chairman John Arthur said the board would take firm action on individual accountability. This could include financial penalties and, in some cases, termination of employment. His comments signal that Optus recognises the seriousness of the failure and the need to restore public trust.

The outage has sparked wider concern about the reliability of Australia’s telecommunications systems. Mobile networks are now essential for daily life and public safety. People rely on them to contact emergency services, especially during medical crises or accidents. When these systems fail, the consequences can be tragic.

This incident also highlights the need for stronger oversight and stricter standards across the telecom industry. Regular testing, clear emergency protocols, and strong leadership during crises are critical to prevent similar events in the future.

For many Australians, the Optus outage was an inconvenience. For others, it was devastating. The review makes it clear that such failures cannot be treated lightly. Telecom providers must place safety, transparency, and responsibility at the centre of their operations. Public trust, and lives, depend on it.