Optus response to the Triple Zero call failures

On Thursday 18 September, we conducted a firewall upgrade at the Regency Park exchange in South Australia. During the process of planning the upgrade, a step in the established process for preparing for the upgrade was missed.

Normal voice calls were not impacted. However, customer calls to Triple Zero behave differently, which is why Triple Zero calls attempting to pass through Regency Park were not able to. 

The technical failure caused a number of Triple Zero calls in South Australia, Western Australia, the Northern Territory, and parts of far west New South Wales that were connected to the South Australian network, to fail.

Yes, when Triple Zero calls to one network fail, calls should connect (camp-on) to another carrier’s network, if it is available. 

Our early investigation has found that, as a result of the technical failure, some devices were able to connect to another network and some were not. 

This may be due to a number of things, such as network characteristics, device configuration and the time it took for the device to connect.   

We are continuing to investigate this issue and device behaviour further.  

We have identified that 605 customers (unique service numbers) tried to call Triple Zero. Of these 605 customers:   

• 150 were able to connect successfully to Triple Zero: 
  • 84 via the Optus network on either the first call or after a delay.  
    
  • 66 via another network.  
• 455 unique service numbers appear not to have connected to Triple Zero. 

During the course of conducting welfare checks on these customers, we learned that some of the Triple Zero calls involved households where a person tragically passed away.  

We extend our deepest sympathies to their families and friends. We apologise to them and to all those who sought help that day but could not access it. 

We acknowledge that what happened is completely unacceptable and we understand that maintaining uninterrupted access to emergency calls is fundamental to public safety and community confidence. 

Once we became aware of the potential correlation between the firewall upgrade and customers not being able to make calls to Triple Zero, we reversed the changes which resolved the issue.  

Through call logs, we then identified customers with failed Triple Zero calls and commenced calling them to conduct welfare checks. 

Where we couldn’t reach a customer, this information was handed over to the police, in line with the established welfare check requirements.

Our highest priority is ensuring that Australians can rely on Triple Zero when it matters most. 

From a technical and network perspective, we have taken the following actions:  

• Introduced enhanced 24/7 monitoring of Triple Zero call volumes and failure rates at a state and territory level to enable early detection of deviations from normal call traffic.  
• Implemented daily Triple Zero test calls in every state and territory.
• Worked with vendors to ensure that all firewall and core network changes mandatorily require multi-layer approval and validation by Optus before implementation.  
• Further, Optus is undertaking a technical review of network redundancy and emergency call routing systems with independent oversight from Kearney, a leading global consultancy, to confirm compliance with all applicable standards and to strengthen resilience. 

We have also taken immediate actions to address process issues within our call centres:  

• Implemented additional processes in Optus call centres to support customers who are unable to call Triple Zero. This includes an additional compulsory escalation process following any customer reports of Triple Zero failure, ensuring concerns are referred to the networks team, so they can investigate promptly.  
• Made our onshore Critical Services Team a direct escalation point for all Optus Contact Centres and front-line Optus staff for incidents reporting to be impacting critical services.  
• Ensured the network reporting process now includes daily calls to Triple Zero before and after any upgrades to test performance.  
• Strengthened coordination between teams to ensure immediate internal escalation and external notification when emergency call issues arise. 

In addition to the actions already taken (see previous question), Dr Kerry Schott AO is leading an Independent Review into this incident.

The Independent Review is looking at the causes of the outage, how Triple Zero calls are managed, and how Optus responded. It is expected to be completed before the end of the year, and we have committed to releasing the findings publicly. 

We have also appointed Kearney, a leading global consulting firm, to provide oversight, quality assurance and verification as Optus uplifts its mobile network management, processes and services consistent with required standards. During the performance of their work, Kearney will report regularly directly to the Optus CEO and Board. 

We are fully cooperating with the ACMA as it investigates both the technical causes of the 2025 outage and compliance with regulatory obligations and working collaboratively with the Department, the ECP (Telstra), and other major carriers including Telstra and TPG, reaffirming a shared commitment to ensure that the Triple Zero system continues to meet the critical needs of Australians. 

Yes, other brands on the Optus network like Amaysim, OnePass Mobile and Coles Mobile use the Optus network to make Triple Zero calls, and a small number of customers were impacted. 

All customers on the Optus network who experienced difficulties connecting to Triple Zero have been contacted.

Our Customer Service team is available to all customers, 24 hours a day. Call our Customer Service team on 133 937

In addition, the Optus Specialist Care team offers dedicated support for customers experiencing difficulties contacting Triple Zero, vulnerable customers, or those requiring tailored support or assistance. This team is available 24 hours a day, seven days a week. You can contact our Optus Specialist Care team on 1800 470 291.