Optus, Australia's second-largest telecommunications provider, is facing a lawsuit following a significant network outage that disrupted emergency services in September 2025. The outage, which lasted approximately 13 hours, prevented some customers from connecting to Triple Zero (000), the national emergency services number, across several states, including South Australia, Western Australia, the Northern Territory, and parts of New South Wales. During this period, over 600 emergency calls failed to connect, and at least two individuals who attempted to call for help have been confirmed dead.
The Australian Communications and Media Authority (ACMA) initiated an investigation into Optus' compliance with emergency call service regulations following the outage. The ACMA found that Optus failed to provide access to the emergency call service for 2,145 people during the course of the outage and failed to conduct 369 welfare checks on people who had tried to make an emergency call during the outage.
In response to the ACMA's findings, Optus has been issued with 21 recommendations to improve its emergency call services and prevent future outages. The company has acknowledged the severity of the incident and is committed to implementing the recommended changes to enhance the reliability of its network and ensure the safety of its customers.
The lawsuit and regulatory actions underscore the critical importance of reliable emergency services and the severe consequences that can arise from service disruptions. Optus is now under intense scrutiny to address the issues identified and restore public trust in its services.
The ACMA's investigation into Optus' compliance with emergency call service regulations is ongoing, and further actions may be taken based on the findings. The company has stated its commitment to fully cooperating with the ACMA and implementing the necessary changes to prevent future incidents.
The incident has also prompted broader discussions about the resilience of telecommunications infrastructure and the need for stringent oversight to ensure that essential services remain operational during critical times.