Building a Stronger Optus

Following today's release of the Senate report into the Triple Zero service outage, Optus is providing an update on the changes embedded across the business to rebuild trust through action.

Optus today is a fundamentally different company, with stronger leadership, greater accountability and a clear focus on delivering better outcomes for customers and communities.

Since the events of 18 September 2025, Optus has undertaken significant organisational, operational and cultural change to strengthen network resilience, improve customer outcomes and enhance how we support access to Triple Zero.

Optus has refreshed leadership across technology, networks, security, risk, legal and compliance functions, alongside major investments in governance, network resilience, IT and operational capability.

Critically, Optus accepted all 21 recommendations of the independent review led by Dr Kerry Schott. After establishing a dedicated program to drive their implementation, many recommendations have already been completed or embedded into business-as-usual operations, alongside broader reforms designed to strengthen decision-making, risk ownership and customer outcomes across the organisation.

A More Resilient Network

Customers should now have greater confidence that Optus can identify, respond to and recover from network issues more quickly.

Over the past 12 months, Optus has strengthened how changes are made to its network through additional checks, monitoring and escalation processes designed to reduce the risk of disruption. Key network operations, major incident management and technical functions have been brought back to Australia bolstering existing onshore capability, providing greater oversight and enabling faster response times when issues occur.

Optus has also enhanced incident response, resilience testing and disaster recovery capabilities to help minimise disruption when there is an issue and deliver a more reliable service for customers.

Stronger Protections for Triple Zero

Protecting access to emergency services remains a critical priority.

Optus monitors and tests Triple Zero services across Australia 24 hours a day, multiple times a day. The company has improved how it identifies and responds to issues affecting emergency calls and can detect failed or dropped Triple Zero calls more quickly than before.

Welfare check processes have been strengthened for customers impacted by Triple Zero outages and Optus is continuing to work closely with government, regulators, industry and device manufacturers to improve emergency calling arrangements and network resilience.

Optus has also taken a leadership role in educating Australians about emergency calling and device readiness, working with industry partners on a national public awareness campaign to help customers understand how to access Triple Zero during network disruptions and the importance of keeping devices up to date.

Improving Customer Support and Service

Optus has expanded onshore support capability, enhanced 24/7 human support and made practical improvements across customer service, billing, payments and frontline tools to make it easier for customers to get help, resolve issues and manage their services.

Accountability has been strengthened for the end-to-end customer experience, with clearer ownership across customer operations and contact centres and a sharper focus on delivering consistent customer outcomes.

Continuing to Earn Trust

Trust is earned through actions, not words.

The changes implemented over the past 12 months are helping build a stronger Optus focused on delivering better outcomes for customers and communities, and making Optus easier to trust and easier to choose.

While there is more work to do, Optus remains committed to strengthening its network and services, improving customer experiences, and delivering the standards of reliability, resilience and service Australians expect from a critical infrastructure provider.

ENDS
Media contact:
Optus Corporate Affairs
02 9037 8179
media@optus.com.au