What actions did Optus take following the Triple Zero emergency service disruption?

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Optus Implemented 21 Recommendations After Triple Zero Disruption

Following the September 2025 disruption to Australia's Triple Zero emergency service, Optus has accepted all 21 recommendations from an independent review. These measures include enhancing real-time monitoring of emergencies, expanding onshore network operations and call centres, and implementing automated welfare checks during service outages. These actions were undertaken in response to the significant network failures experienced by the company.
Strengthening Emergency Monitoring Systems

Optus has bolstered its capabilities for real-time emergency monitoring as a direct outcome of the review. This enhancement aims to improve the company's responsiveness and oversight of critical service functions. The focus is on ensuring continuous and immediate awareness of any potential issues affecting emergency communications.
Expanding Onshore Network Operations

The company has also expanded its onshore network operations and call centre presence. This strategic move aims to increase local capacity and control over network management and customer support. By bringing more operations within Australia, Optus seeks to improve service delivery and incident response times.
Introducing Automated Welfare Checks

As part of its commitment to addressing customer impact during outages, Optus has introduced automated welfare checks. This new protocol is designed to provide a layer of support and communication to customers, particularly during widespread service disruptions. The system aims to ensure that affected individuals can be reached and assisted more efficiently.

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What actions did Optus take following the Triple Zero emergency service disruption?

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