How did Optus address the 21 review recommendations?

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Optus Implemented All 21 Recommendations Following Network Outage Review

Optus has fully embraced the 21 recommendations stemming from the independent review into its September 2025 network outage. The company has since made significant enhancements to its operational framework, focusing on improving emergency service reliability and customer support during disruptions. These measures include bolstering real-time monitoring capabilities, expanding onshore operations, and introducing new protocols for customer welfare.
Enhanced Real-Time Emergency Monitoring

A key focus of Optus's response has been the strengthening of its real-time emergency monitoring systems. This initiative aims to provide more immediate and accurate oversight of network performance, particularly concerning its ability to support critical emergency services. By improving these monitoring capabilities, Optus seeks to preemptively identify and address potential issues before they escalate and impact customers.
Expansion of Onshore Network Operations and Call Centres

Optus has also committed to expanding its onshore network operations and call centres. This strategic move is intended to enhance the responsiveness and effectiveness of its support services for Australian customers. Having more resources located within Australia allows for quicker communication and resolution of issues, particularly those affecting vital services like Triple Zero.
Introduction of Automated Welfare Checks

In response to the review, Optus has introduced automated welfare checks for customers during outage events. This new protocol is designed to proactively reach out to customers who may be affected by a network disruption, ensuring their well-being and providing them with necessary information. This represents a significant step in customer care, especially during critical service interruptions.

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How did Optus address the 21 review recommendations?

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