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| Three people died when Optus network upgrade affected triple zero calls, CEO confirms | Three people died when Optus network upgrade affected triple zero calls, CEO confirms |
| (about 4 hours later) | |
| Telco head says two people in South Australia and one in Western Australia died, offering his ‘sincere apologies’ | Telco head says two people in South Australia and one in Western Australia died, offering his ‘sincere apologies’ |
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| Three people died after an Optus network upgrade prevented triple zero calls in three states and territories on Thursday, the telco’s chief executive officer has confirmed. | Three people died after an Optus network upgrade prevented triple zero calls in three states and territories on Thursday, the telco’s chief executive officer has confirmed. |
| Two of the deceased were in South Australia and one was in Western Australia, Stephen Rue said, but added that welfare checks after the upgrade were “ongoing”. | Two of the deceased were in South Australia and one was in Western Australia, Stephen Rue said, but added that welfare checks after the upgrade were “ongoing”. |
| “The upgrade impact … resulted in the failure of a number of triple zero calls in South Australia, Northern Territory and Western Australia,” Rue said in a press conference on Friday afternoon. | “The upgrade impact … resulted in the failure of a number of triple zero calls in South Australia, Northern Territory and Western Australia,” Rue said in a press conference on Friday afternoon. |
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| “I have been advised that during the process of conducting welfare checks, three of the triple zero calls involved households where a person tragically passed away.” | “I have been advised that during the process of conducting welfare checks, three of the triple zero calls involved households where a person tragically passed away.” |
| The CEO said about 600 customers were affected by the network upgrade, and that Optus was conducting a thorough investigation. | The CEO said about 600 customers were affected by the network upgrade, and that Optus was conducting a thorough investigation. |
| He said normal calls were going through at that time but triple zero calls were affected. The exact duration of the outage was also being investigated. | He said normal calls were going through at that time but triple zero calls were affected. The exact duration of the outage was also being investigated. |
| “We will cooperate fully and transparently with all relevant government agencies and regulatory bodies while we investigate this matter further,” he said. | “We will cooperate fully and transparently with all relevant government agencies and regulatory bodies while we investigate this matter further,” he said. |
| Rue repeatedly apologised, describing the “technical failure” as “not acceptable” and something that “should not have happened”. | Rue repeatedly apologised, describing the “technical failure” as “not acceptable” and something that “should not have happened”. |
| “I offer my most sincere and heartfelt condolences to the families and friends of the people who passed away. | “I offer my most sincere and heartfelt condolences to the families and friends of the people who passed away. |
| “I am so sorry for your loss. What has happened is completely unacceptable. We have let you down.” | “I am so sorry for your loss. What has happened is completely unacceptable. We have let you down.” |
| He said the facts of the outage would be shared when they were established. | He said the facts of the outage would be shared when they were established. |
| Rue said it was particularly frustrating the outage occurred less than two years after a similar failure. | Rue said it was particularly frustrating the outage occurred less than two years after a similar failure. |
| In November 2023, a routine software upgrade to the network resulted in more than 2,000 people being unable to make triple zero calls. | In November 2023, a routine software upgrade to the network resulted in more than 2,000 people being unable to make triple zero calls. |
| The Australian Communications and Media Authority fined the network $12m last year for the incident, which breached emergency call rules. | The Australian Communications and Media Authority fined the network $12m last year for the incident, which breached emergency call rules. |
| Rue said the investigation into Thursday’s outage would look into why the emergency calls were not handed over to another network. | Rue said the investigation into Thursday’s outage would look into why the emergency calls were not handed over to another network. |
| He did not answer questions about whether the latest outage reflected poorly on him, given it occurred under his watch. | He did not answer questions about whether the latest outage reflected poorly on him, given it occurred under his watch. |
| “Today is not about me, this is about the people who lost their lives,” he said. | “Today is not about me, this is about the people who lost their lives,” he said. |
| The network could face fines of more than $10m and other legal penalties. | The network could face fines of more than $10m and other legal penalties. |
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| Anika Wells, the minister for communications, said the government had accepted all the recommendations of the review into the previous Optus outage. | Anika Wells, the minister for communications, said the government had accepted all the recommendations of the review into the previous Optus outage. |
| “This is incredibly serious and completely unacceptable. The impact of this failure has had tragic consequences and my personal thoughts are with those who have lost a loved one,” she said in a statement. | “This is incredibly serious and completely unacceptable. The impact of this failure has had tragic consequences and my personal thoughts are with those who have lost a loved one,” she said in a statement. |
| “While details are still emerging, no triple zero outage is acceptable. Optus and all telecommunication providers have obligations to ensure they carry emergency services calls.” | “While details are still emerging, no triple zero outage is acceptable. Optus and all telecommunication providers have obligations to ensure they carry emergency services calls.” |
| In a statement, WA police said there was a “national protocol in place for triple zero outages”. | In a statement, WA police said there was a “national protocol in place for triple zero outages”. |
| “Where an outage has disrupted a triple zero call, the carrier will attempt to make contact with the caller as soon as possible,” the statement said. | “Where an outage has disrupted a triple zero call, the carrier will attempt to make contact with the caller as soon as possible,” the statement said. |
| “Where that follow-up contact is not achieved, the carrier must contact police, who then conduct a welfare check on the caller.” | “Where that follow-up contact is not achieved, the carrier must contact police, who then conduct a welfare check on the caller.” |
| The statement continued that WA police were, as of Friday evening, in the process of conducting a number of welfare checks and would be notifying the relevant emergency service for their response. | The statement continued that WA police were, as of Friday evening, in the process of conducting a number of welfare checks and would be notifying the relevant emergency service for their response. |
| South Australian police also issued a statement, confirming it was “working through around 150 matters in connection with the Optus outage on Thursday 18 September”. | South Australian police also issued a statement, confirming it was “working through around 150 matters in connection with the Optus outage on Thursday 18 September”. |
| “Police are not yet aware of the details of any deaths in SA as a result of the outage,” the statement read. | “Police are not yet aware of the details of any deaths in SA as a result of the outage,” the statement read. |
| “The circumstances of any death in SA will be investigated and a report prepared for the state coroner in due course.” | “The circumstances of any death in SA will be investigated and a report prepared for the state coroner in due course.” |
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