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The Australian Financial Review
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class="bc4f4a617bff0631c243 _6f6db0aa612a03c039e8" data-pb-type="im"><picture><source media="(min-width: 1180px)" width="140" height="140" srcSet="https://static.ffx.io/images/$width_140%2C$height_140/t_crop_fill%2Cq_auto:best%2Cfl_any_format/a9c6c9742bd8d57b3600e0411acaf7e32123df08, https://static.ffx.io/images/$width_280%2C$height_280/t_crop_fill%2Cq_auto:best%2Cfl_any_format/a9c6c9742bd8d57b3600e0411acaf7e32123df08 2x" data-pb-im-config="{"urls":["https://static.ffx.io/images/$width_140%2C$height_140/t_crop_fill%2Cq_auto:best%2Cfl_any_format/a9c6c9742bd8d57b3600e0411acaf7e32123df08"," https://static.ffx.io/images/$width_280%2C$height_280/t_crop_fill%2Cq_auto:best%2Cfl_any_format/a9c6c9742bd8d57b3600e0411acaf7e32123df08 2x"],"width":140,"aspectRatio":1,"type":"square1x1"}"/><source media="(min-width: 1020px)" width="100" height="100" srcSet="https://static.ffx.io/images/$width_100%2C$height_100/t_crop_fill%2Cq_auto:best%2Cfl_any_format/a9c6c9742bd8d57b3600e0411acaf7e32123df08, 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references committee, chaired by Greens senator Sarah Hanson-Young, on Friday finally tabled its report from an inquiry into the November 2023 outage after a 10-month delay.</p><div class="_398b6c5e39701f15a1a2">Loading...<figure></figure><figure></figure><figure></figure><figure></figure></div><div></div></div><div class="_2e1de52e69e1d969aea3"><div class="a368146c81ee0410b134"><span class="_1a6f5d6fad2874362309" data-testid="AuthorCard"><span><strong><a class="d1dba0c3091a3c30ebd6" data-testid="AuthorURL" href="/by/jenny-wiggins-j7gf5">Jenny Wiggins</a></strong> writes on business, specialising in infrastructure, telecommunications and transport.</span><span class="ebf04f7a6858148cabbd _449cf37f9ae646047903" data-testid="Author-Social"><span> <!-- -->Connect with <!-- -->Jenny<!-- --> on <a class="_86e1121a0a44d2d45f97" href="//twitter.com/@jennywiggins?lang=en" rel="noopener noreferrer" target="_blank">Twitter</a>.</span><span> <!-- -->Email <!-- -->Jenny<!-- --> at <a 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id=\"30a913636fa75b9a67a85cb2b51d4952661c8e68\"\u003E\u003C\u002Fx-placeholder\u003E of the outage to governments and the public \u003Cx-placeholder id=\"0d5ece97b3a8bdafaa7fb1d41d0209b853c7e27a\"\u003E\u003C\u002Fx-placeholder\u003Ee Kelly Bayer Rosmarin less than two weeks after phone and internet services were disconnected.\u003C\u002Fp\u003E\u003Cp\u003EOptus’s mobile, broadband and fixed telephone services started cutting out at 4.05am on November 8 with the disruption lasting the entire day and affecting more than 10 million customers. Almost 3000 calls made to the Triple Zero line did not connect with emergency services.\u003C\u002Fp\u003E\u003Cp\u003EThe committee’s report found Optus’ public communications during the outage were “manifestly inadequate”, highlighting that Ms Bayer Rosmarin’s first media interview was not until 10.40am, over six hours after the outage started.\u003C\u002Fp\u003E\u003Cp\u003E“Until 10.40am, Optus was using social media posts and statements to the media which meant Optus customers who couldn’t access social media didn’t know what was happening,” the committee said.\u003C\u002Fp\u003E\u003Cp\u003E“It stretches credulity that Optus did not think to update the Australian public sooner and in a more accessible way given the severity of the circumstances.”\u003C\u002Fp\u003E\u003Cp\u003EThe report has recommended the Australian Communications Media Authority (ACMA) develop enforceable rules that require telco groups to communicate with government, emergency services and the public during national outages.\u003C\u002Fp\u003E\u003Cp\u003EMs Bayer Rosmarin’s resignation and Optus’ own reviews have not assuaged public concerns that another outage could happen, the report argued.\u003C\u002Fp\u003E\u003Cp\u003E“The failure of Optus to provide credible, honest and forthright information during the outage also reflects on Optus’ own inability to improve on its past communication lapse regarding the public disclosure of a malicious breach of its customers’ data in 2022,” the report said.\u003C\u002Fp\u003E\u003Cp\u003E“This suggests that Optus’ processes for learning from past incidents have not been effective.”\u003C\u002Fp\u003E\u003Cp\u003EOptus is \u003Cx-placeholder id=\"9f2309b0156743d9be950b27d2fde1186db38f94\"\u003E\u003C\u002Fx-placeholder\u003E brought by the ACMA, which claims the company failed to protect customers’ confidential information during its 2022 cyberattack.\u003C\u002Fp\u003E\u003Cp\u003ECommunications Minister Michelle Rowland said the Albanese government was already implementing changes \u003Cx-placeholder id=\"ac24945ad0b142b0ef4f83b08aedf02f4b53302c\"\u003E\u003C\u002Fx-placeholder\u003E released in April, that was led by former ACMA deputy chairman Richard Bean.\u003C\u002Fp\u003E\u003Cp\u003EThe review made 18 recommendations, also calling for better information sharing during outages and tougher requirements on the handling of Triple Zero calls.\u003C\u002Fp\u003E\u003Cp\u003EOptus said that it had reviewed its systems, changed its ability to manage emergency calls and was making its networks more resilient.\u003C\u002Fp\u003E\u003Cp\u003E“Optus will continue to co-operate and work with the ACMA, government and regulatory authorities on the new industry standards including the new rules around keeping customers informed and updated,” a spokeswoman said.\u003C\u002Fp\u003E\u003Cp\u003EOptus’ new boss, former NBN CEO Stephen Rue, \u003Cx-placeholder id=\"3e5f3e887bcb935bd33746a251606855293b51ce\"\u003E\u003C\u002Fx-placeholder\u003E\u003C\u002Fp\u003E\u003Cp\u003EThe committee also found that Optus did not provide enough compensation to customers following the outage, arguing that \u003Cx-placeholder id=\"0614e14a2dc227414603a409d4a4fe5031053592\"\u003E\u003C\u002Fx-placeholder\u003E was “disingenuous” because it was not needed by most customers.\u003C\u002Fp\u003E\u003Cp\u003E“Optus should have provided discounts on future bills for affected customers,” the report said.\u003C\u002Fp\u003E\u003Cp\u003ESenators called on the Telecommunication Industry Ombudsman to “expedite” new dispute resolution procedures to ensure appropriate compensation in any future outages.\u003C\u002Fp\u003E\u003Cp\u003EThey also recommended ACMA review the remedial action taken by Optus and have encouraged plans by the federal government to \u003Cx-placeholder id=\"5113e94985186b46b4d3740c3544ea8a4cb0a6c5\"\u003E\u003C\u002Fx-placeholder\u003EACMA declined to comment.\u003C\u002Fp\u003E\u003Cp\u003EThe Optus network typically handles more than 51.3 million mobile calls and 51 million text messages every day, according to the company’s submissions to Treasury. 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