Three fatalities in Australia have been linked to a failure in emergency call services caused by an Optus network outage.
Singapore’s leading telecommunications company has expressed regret following a critical disruption in Australia’s emergency response system, which has been associated with multiple deaths.
On Wednesday, Singtel, the parent company of Australian carrier Optus, issued a formal apology after a significant technical failure last week prevented hundreds of calls to Australia’s emergency number, Triple Zero (000), from connecting.
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The network failure on Optus’s system last Thursday has been connected to the tragic loss of three individuals.
In a statement released on the Singapore Exchange’s website, Singtel’s CEO, Yuen Kuan Moon, conveyed the company’s profound sorrow over the incident.
“We extend our deepest sympathies to the families and loved ones affected by this tragedy. Optus is committed to thoroughly investigating the root causes of this failure,” Yuen stated.
“We are collaborating closely with Optus’s board and leadership team to conduct a comprehensive inquiry aimed at preventing similar incidents in the future.”
Yuen also emphasized Singtel’s dedication to the ongoing revitalization of Optus under the leadership of CEO Stephen Rue, who assumed his role in November.
“Over the past five years, the Singtel Group has invested more than A$9.3 billion (approximately $6.1 billion) into Optus, primarily to enhance network infrastructure across Australia. We will continue to allocate resources to ensure dependable communication services for all Australians,” he added.
Stephen Rue, Optus’s CEO, also issued a heartfelt apology.
“Words cannot adequately express my sorrow for the four lives lost due to the inability to access emergency services when urgently needed,” Rue said.
To ensure accountability, Singtel and Optus announced that Kerry Schott, a seasoned Australian executive with leadership experience at Deutsche Bank and Sydney Water, will spearhead an independent investigation into the outage.
This apology coincided with a separate $66 million fine imposed on Optus on Wednesday for unethical sales tactics that burdened vulnerable customers with excessive debt.
Australian Federal Court Justice Patrick O’Sullivan condemned Optus’s sales conduct from 2019 to 2023 as “unconscionable,” “appalling,” and “gravely serious.”
Justice O’Sullivan highlighted that Optus pressured many customers-particularly Indigenous Australians in remote communities-into purchasing unnecessary or unaffordable plans, including cases where services were sold despite lacking network coverage in those areas.
He further noted that Optus misled customers by suggesting some products were free, failed to transparently communicate contract terms, and pursued debt collection even when sales practices were inappropriate.
The court approved the penalty following an agreement between Optus and the Australian Competition & Consumer Commission in June.
As Australia’s second-largest telecommunications provider, Optus has faced multiple regulatory sanctions due to significant network disruptions in recent years.
In 2024, the company was fined nearly $9 million for a previous outage that affected over 2,000 emergency calls to Triple Zero in the prior year.
Additionally, in August, Australia’s privacy regulator initiated legal action against Optus over alleged failures to protect customer data ahead of a 2022 cyberattack that compromised the personal information of approximately 9.5 million users.
