CEO Vicki Brady says basic errors were behind the outage that left more than 100 Australians unable to contact triple zero, including one man who passed away.
Telstra chief executive Vicki Brady has revealed a series of cascading failures led to the triple zero outage earlier this month that crippled emergency service communications across five states and left more than 100 Australians impacted, including one man who later passed away.
“That backup process involves our operator asking for the caller’s location and then manually connecting them to the relevant emergency service. This was successful for 346 of the 494 calls made during the incident.” Brady said that ensuring Telstra had the right contact numbers for emergency services operators was “basic” and something the company should have gotten right.During the outage, a man in his 50s from the Melbourne suburb of Fitzroy suffered a cardiac arrest and later died after his family tried calling triple zero four times before being able to get through.
“At the time of the incident, these devices were not making calls, but registering on our network in preparation should they need to do so in the future,” she said. “Let me reinforce that the series of failures that occurred on March 1 are unacceptable. The Australian public rely on triple zero in their times of greatest need, and we let them down by not being prepared enough for the situation,” Brady said.
Earlier this month, Australia’s communication watchdog, the Australian Communications and Media Authority , launched its own investigation, which remains ongoing. The regulator said it would focus on Telstra’s obligations as the Emergency Call Person to transfer emergency calls to police, fire, and ambulance services.Australia’s triple zero system is under scrutiny amid multiple recent failures.
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