Optus has become another instant case study of what not to do in a crisis. CEO Kelly Bayer Rosmarin cannot convince the public or the politicians its response is adequate.
Even more unbelievably, silence from Optus about identifying the cause and how the company plans to assist customers continued through Thursday, long after the 14-hour outage had been finally “fixed” the previous evening.
Michelle Rowland’s predictable announcement of a “post incident” review into telecommunications will be designed to help all telco providers improve their processes in any further outages. “While we welcome that Optus services were restored over the course of the day, it is critical the government conducts a process to identify lessons to be learned from yesterday’s outage,” Rowland said. “Connectivity is absolutely essential for Australian consumers and businesses, and the impacts of this outage were particularly concerning.”
“Australians expect providers to compensate them when things go wrong, and I think that’s reasonable.”. As Optus, and its owner Singtel, most certainly will be sooner or later. A review by Deloitte into what happened has not been released despite the company’s original commitment to do so.
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