SINGAPORE—Singtel has issued a heartfelt apology as their Australian subsidiary, Optus, faces scrutiny following an emergency call service failure linked to four tragic deaths. CEO Yuen Kuan Moon expressed the company’s sorrow in a statement on the Singapore Exchange, referring to the incident as deeply regrettable.
Details of the Incident
On 18 September 2024, a deviation from standard procedures during a network firewall upgrade caused a critical 13-hour outage for Optus. This disruption affected about 600 customers, rendering them unable to access emergency services when needed.
- The outages impacted users in South Australia, Western Australia, and the Northern Territory.
- Four deaths have been confirmed to be linked to this service failure, leading to widespread concern.
Investigation Underway
In response to the crisis, Optus has committed to a thorough investigation. Dr Kerry Schott has been appointed to lead an independent review to assess the incident’s causes and factors surrounding the operational management of the Triple Zero emergency call service.
Optus is cooperating with relevant government agencies to ensure transparency throughout the investigation, which is expected to conclude by the end of the year. Dr Schott has considerable experience, serving on various boards and committees, which positions her well to oversee this critical review.
Commitment to Improvement
Yuen has reiterated Singtel’s dedication to supporting the restructuring efforts at Optus, led by CEO Stephen Rue. Since Rue’s appointment 11 months ago, Optus has been undergoing a transformation aimed at enhancing service reliability and operational protocols.
Singtel has invested over A$9.3 billion (approximately S$7.9 billion) into Optus in recent years, focussed on upgrading its network infrastructure to better serve Australian customers. Moving forward, the company pledges to continue its investment to ensure the reliability of crucial communication services.
Public Apology
Optus’s chairman, John Arthur, echoed the sentiments expressed by Yuen, stating that the incident was simply unacceptable and extending condolences to the families affected by this outage.
As the investigation unfolds, stakeholders remain hopeful that lessons learned will prevent such outages from occurring again, ensuring that emergency services remain accessible to all Australians.