The industry watchdog has also asked for small businesses to discuss compensation options with Optus, given the impact on earnings during the failure. Wednesday’s outage occurred only a year after the Singaporean-owned telco suffered a massive data breach from a cyber-attack that compromised the personal data of up to 9.8 million customers. Guardian Australia understands other mobile companies also saw a rise in sales. Vodafone and its related brands experienced a “fourfold” increase in sales activity on the day of the Optus outage, a spokesperson has confirmed. And so that was frustrating, but it wasn’t because we weren’t communicating expeditiously,” she said.Īcma is also separately conducting an investigation into Optus’s compliance with rules requiring emergency calls to fall over to other networks when the services are unavailable. And we weren’t in a position to do that early on in the day. “But I understand that customers are still frustrated because the only message that they wanted to hear was that the services were being restored. Responding to claims of poor communication regarding the outage, Bayer Rosmarin told the Sydney Morning Herald that her team had “been very transparent and forthcoming, as we always are”. Guardian Australia reported yesterday the outage was likely caused by a misconfiguration in the company’s network but Optus has yet to provide any detail on the cause. He urged business customers affected by the outage to “keep records that can quantify” any financial losses caused by the cut to services.Īndrew McKellar, chief executive of the Australian Chamber of Commerce and Industry, said small businesses were particularly affected by the loss of trading caused by the outage and that they should be compensated appropriately. Speaking on ABC radio, Rowland said that “Optus would do well to take onboard” the Australian Communications and Media Authority’s advice that customers may be allowed to claim compensation even when the telco is not contractually bound to provide it.Īndrew Williams, the chief executive officer of the Australian Communications Consumer Action Network, echoed the call on ABC news radio. The New South Wales premier, Chris Minns, had said Optus should compensate customers who were affected by the outage, especially given the telco was “pretty tough” on people who didn’t pay their phone or internet bills on time. We use Google reCaptcha to protect our website and the Google Privacy Policy and Terms of Service apply. For more information see our Privacy Policy. Privacy Notice: Newsletters may contain info about charities, online ads, and content funded by outside parties. ![]() On Thursday morning, the Senate voted to hold an inquiry into the outage after the motion, moved by the Greens senator Sarah Hanson-Young, passed 39 to 20 when the minor party teamed up with crossbenchers and the opposition against the federal government. The terms of reference and next steps will be announced at a later date, the minister said. ![]() Speaking to Nine’s Today program, Rowland said: “It is critical that industry and governments take stock following large-scale outages, given no network is immune.” Sign up for Guardian Australia’s free morning and afternoon email newsletters for your daily news roundup “We truly appreciate our customers’ patience and understanding as we worked to restore our operations yesterday,” Bayer Rosmarin said.Įarlier the communications minister, Michelle Rowland, announced the review would be conducted by the communications department, and that it would look at potential lessons from the outage. ![]() ![]() The telco has said a “network event yesterday triggered a cascading failure” which resulted in the shutdown of services to our customers. “We know how important connectivity is to all our customers, and that we let you down.” Optus CEO, Kelly Bayer Rosmarin, said the telco was “deeply sorry for yesterday’s outage”.
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