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Optus has paid more than $12 million in penalties for breaching emergency call rules over its nationwide network outage a year ago, which caused significant disruption. The telco failed to provide access to the emergency call service for 2145 people during the course of the outage, an investigation by the Australia n Communications and Media Authority found. It subsequently failed to conduct welfare checks on 369 people who had tried to make an emergency call during the outage.
Chair Nerida O’Loughlin said the size of the penalty reflected the critical nature of the breaches. “Triple-0 availability is the most fundamental service telcos must provide to the public,” she said. “When an emergency call fails to connect there can be devastating consequences for public health and safety.” Optus failed in the management of its network in a number of areas and the outage should have been preventable, she said.
, Richard Bean. The government agreed to a comprehensive set of regulatory and other actions to improve the performance of the entire telecommunications sector when dealing with network outages. These include requiring better communications by telcos with their customers and other stakeholders during an outage, greater oversight of the triple-0 ecosystem, regular systems testing, and ensuring emergency calls can be seamlessly and consistently carried by other carriers when needed.
, the Optus outage has directly led to changes for industry regulatory obligations in relation to emergency call services,” Ms O’Loughlin said. “This will require further actions and investment by telcos, including Optus, to provide better safeguards for consumers and enhance the triple-0 ecosystem so that Australians can have even greater confidence they will be able to get through to emergency services when they need it.
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