Optus has released a long-awaited review into September's network outage which left hundreds of people unable to reach Triple Zero and was linked to two deaths.
Optus has released a long-awaited review into September's network outage which left hundreds of people unable to reach Triple Zero and was linked to two deaths. The review, by Dr Kerry Schott , found there were widespread failures that contributed to the outage and prevented it being resolved faster.
The outage lasted for almost 14 hours and during that time 75 per cent of Triple Zero calls failed from a total of 605 attempts. The report found a routine network upgrade was plagued by multiple failures by Optus and its contractor Nokia — with as many as 10 crucial mistakes made. The Optus call centre then failed to escalate warnings from five callers who said Triple Zero calls were failing. The review found Optus needed to overhaul its network operations which "clearly failed" and improve risk management and internal audit functions. The report also raised broader issues about how well the Triple Zero system was operating and whether it could be improved. The report identified a "lack of care and work discipline evident in all the mistakes," and said there was a growing awareness of "siloed structures" which contributed to a lack of transparency within engineering groups.
Schott Review Triple Zero Optus Board Recommendations Kerry Schott
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