Emails and text messages disclosed to 9News have exposed the internal turmoil at Optus following last week’s significant triple-zero service outage. The initial email, timestamped at 2:45 PM on Thursday, September 18, was directed to the Federal Department of Communications. In this message, an Associate Director from Optus Government Affairs informed officials that reports had surfaced regarding customers in South Australia and Western Australia facing difficulties making triple-zero calls.
Within minutes, a follow-up email was sent announcing that efforts to resolve the problem had been successful, restoring normal service. It was noted that around ten calls were affected, with plans for welfare checks on those individuals. However, it took another full day before staff at the Department of Communications learned about the extensive nature of the outage, which left numerous customers without access to emergency services.
The urgency grew as Felicity Ross, Chief of Corporate Affairs at Optus, reached out to Communications Minister Anika Wells’ office via text, requesting a phone call about a serious issue, just before the media was briefed on the situation.
The outage was traced back to a firewall upgrade at the Regency Park exchange, which serves South Australia and Western Australia. An official representative from Optus later confirmed this cause. CEO Stephen Rue attributed the incident to human error, clarifying that it was due to procedural oversights rather than financial shortcomings.
Additionally, on the same day as the outage, Optus faced scrutiny for previous misconduct, resulting in a hefty $100 million fine for improperly selling products to vulnerable customers, including individuals with mental disabilities. Minister Wells warned that further repercussions could be on the horizon for the company, stating they shouldn’t be shocked by impending fines.