How did Optus address the 21 review recommendations post-outage?

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Optus Implemented 21 Recommendations Following Outage

Following the September 2025 outage, Optus has committed to and implemented all 21 recommendations stemming from an independent review into the incident. These measures focus on enhancing emergency service monitoring, expanding domestic operational capabilities, and introducing new protocols for customer welfare during service disruptions. The company has subsequently strengthened its real-time monitoring systems specifically for emergency services.
Enhanced Real-Time Emergency Monitoring

Optus has bolstered its capabilities to monitor emergency services in real-time. This enhancement is a direct response to the critical nature of the September 2025 outage, which impacted access to Australia's Triple Zero emergency service. The increased vigilance aims to prevent similar disruptions to essential services in the future.
Expansion of Onshore Network Operations and Call Centres

To improve service resilience and responsiveness, Optus has expanded its onshore network operations and call centres. This strategic move ensures that a greater proportion of network management and customer support is handled within Australia, potentially leading to faster resolution times and more localised support during incidents.
Introduction of Automated Welfare Checks

A new measure introduced by Optus is the implementation of automated welfare checks during outages. This protocol is designed to proactively reach out to customers affected by service disruptions, ensuring their well-being and providing necessary information or assistance, particularly during extended periods without connectivity.

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How did Optus address the 21 review recommendations post-outage?

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