Optus, Australia's second-largest telecommunications provider, is facing legal action following a significant network outage that disrupted emergency services. The Australian Communications and Media Authority (ACMA) has initiated proceedings against Optus in the Federal Court, alleging breaches of emergency call service regulations.
The incident occurred on September 18, 2025, when a routine firewall upgrade led to a 13-hour disruption, preventing approximately 600 calls to Triple Zero (000), Australia's emergency services number, from connecting. Tragically, at least four individuals who attempted to reach emergency services during this period have been confirmed dead.
ACMA's investigation revealed that Optus failed to ensure the successful delivery of emergency calls and did not conduct welfare checks on individuals who attempted to make emergency calls during the outage. These actions are in violation of the Telecommunications (Emergency Call Service) Determination 2019 and the Telecommunications (Customer Communications for Outages) Industry Standard 2024.
This legal action follows a previous penalty imposed on Optus in November 2024, when the company was fined $12 million for a nationwide outage in November 2023 that also disrupted emergency services.
The ACMA has stated that it will make its findings public once the investigation is concluded. The outcome of this case could have significant implications for Optus and the broader telecommunications industry, particularly concerning the reliability of emergency services.