Communications Minister Calls for Independent Review of Optus After Fatal Triple-0 Outages
Communications Minister Anika Wells has instructed Optus to bring in an “independent and external party” as part of efforts to prevent another fatal triple-0 outage. However, no specific details have been provided regarding what this independent review will entail.
The minister met with the heads of Optus and its Singaporean parent company, Singtel, in Sydney on Tuesday morning, nearly two weeks after a 13-hour outage on September 18 was linked to multiple deaths. During the outage, hundreds of people—primarily in South Australia, Western Australia, and the Northern Territory—were unable to reach emergency services when dialing triple-0.
Following the highly anticipated talks, Ms. Wells stated that she had urged the embattled telco to “find a way” to allow an external party to review their systems. She emphasized the importance of Australians gaining confidence from an external investigation and advice, rather than hearing only from Optus that the issues will be resolved.
Shortly after the minister’s media address, Optus chair John Arthur told reporters the company was committed to working with the government “to do whatever needs to be done,” but he was unable to provide specific details about the independent review. “We are always welcome to external perspectives and external views, and that remains the case here,” he said.
Over the weekend following the initial outage, a second failure left thousands of customers in the New South Wales town of Dapto unable to make emergency calls. Ms. Wells highlighted that having two outages “in short succession” has caused a “very serious lack of confidence” in Optus’s ability to deliver reliable triple-0 services.
She further revealed that she sought assurances from Optus chief executive Stephen Rue and Singtel’s chief Yuen Kuan Moon that corrective action would be taken. “No-one is shying away from the fact that Optus has not complied with their obligations to the Australian people and that is what needs to be fixed here,” Ms. Wells said. “I think Optus accepts that, that this is a compliance issue on their part.”
When asked whether Australians could be assured such incidents would not happen again now that the issue had been identified, Ms. Wells responded, “That’s a question that you should put to Optus, immediately.”
John Arthur reiterated that the cause of the initial outage was “process-related” and due to human error, rather than issues with money or investment. He added, “And in due course we will be talking about the extent of Singtel’s investment in Australia, which goes beyond Optus.”
### Optus Leadership and Accountability
Amid growing pressure on Optus to demonstrate its reliability, Singtel chief Yuen Kuan Moon was asked multiple times whether he fully supported Optus CEO Stephen Rue. Mr. Yuen stated that Mr. Rue was brought in almost a year ago specifically “to address issues” within Optus. “It is very early days, it takes time to transform a company,” he commented. “An initial investigation of the September 18 incident found that it was due to a people issue and it takes time to transform and change the people.”
Mr. Yuen also issued an apology to the friends and family of those whose deaths have been linked to the outage.
### Context and Ongoing Investigations
The recent triple-0 outages come just two years after a major Optus failure left thousands unable to call emergency services. In response, Optus was fined more than $12 million, and a comprehensive review was commissioned, resulting in numerous recommendations.
Australia’s communications watchdog has now launched an investigation into the September 18 incident, aiming to understand what went wrong and prevent such failures in the future.
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*Optus chief Stephen Rue and Singtel CEO Yuen Kuan Moon have been contacted for further comment.*
https://www.abc.net.au/news/2025-09-30/optus-anika-wells-meet-about-triple-0-outrages/105833276
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