News Brief: Optus Triple Zero Failure Report
Summary
An independent review into Optus’s major September network outage, which disrupted emergency calls and was linked to two deaths, has found widespread failures. The report cites up to 10 crucial mistakes by Optus and contractor Nokia, poor internal processes, and a failure to escalate warnings. Optus has accepted all recommendations and flagged potential staff terminations.
Key Points
- Report Findings: The 14-hour outage was caused by multiple failures during a routine upgrade. Optus’s call center did not escalate five separate warnings about failed Triple Zero calls.
- Call Failure: 75% of the 605 attempted Triple Zero calls during the outage failed. The system to redirect calls to other networks (“camp-on”) largely did not work.
- Corporate Response: The Optus board accepted all review recommendations. The chairman apologized and stated accountability actions would range from financial penalties to “termination in appropriate cases.” CEO Stephen Rue has resisted resignation calls.
- Key Recommendations: Include moving the operations center onshore faster, implementing better incident training, creating a system to track caller details during outages, and informing customers that connecting to Triple Zero can take 40-60 seconds.
- Broader Scrutiny: The report raises concerns about the overall Triple Zero system. A Senate inquiry will recall Optus and Singtel in 2026, and the telecoms watchdog ACMA is investigating potential regulatory breaches.
新闻简报：Optus 000紧急呼叫故障报告
摘要
针对Optus九月份重大网络中断事件的独立审查报告已发布，该中断扰乱了紧急呼叫服务并与两起死亡事件相关。报告指出了Optus及其承包商诺基亚的广泛失误、内部流程缺陷以及未能及时升级警报等问题。Optus已接受所有建议，并暗示可能终止相关员工职务。
关键点
- 报告结论：长达14小时的中断由一次常规升级中的多重失误导致。Optus呼叫中心未能对五起关于000呼叫失败的独立警告进行升级处理。
- 呼叫失败：中断期间，总计605次000呼叫尝试中有75%失败。将呼叫重定向至其他网络的“强制驻留”系统基本失效。
- 公司回应：Optus董事会接受了所有审查建议。董事长致歉，并表示追责措施将包括经济处罚乃至“在适当情况下终止雇佣”。首席执行官刘易斯（Stephen Rue）顶住了要求其辞职的压力。
- 关键建议：包括加快将运营中心迁至澳大利亚本土、实施更好的事件处理培训、建立中断期间追踪呼叫者详情的系统，以及告知客户连接000可能需要40-60秒。
- 更广泛审查：报告引发了对整个000系统运行状况的担忧。参议院调查将于2026年再次传唤Optus及母公司Singtel代表，电信监管机构ACMA正在调查Optus是否违反规定。
Original Article Link: https://www.abc.net.au/news/2025-12-18/optus-releases-triple-zero-report/106157268