Review into Optus Outage sets out pathway for increased trust and confidence during times of crisis

The Telecommunications Industry Ombudsman (TIO) welcomes the Australian Government’s response to the “Review into the Optus outage of 8 November 2023 Final Report”, published 30 April 2024.

The Government’s response supports a range of telco sector improvements and identifies the critical role the TIO plays in the sector. Specifically, the TIO will support the delivery of its recommendations:

• Recommendation 2: TIO to convene the Steering Committee to determine the most appropriate body to provide oversight of Triple Zero
• Recommendation 9: Improved communication and collaboration during telco outages
• Recommendation 12: Updates to the Complaints Handling Standard and Record Keeping Rules
• Recommendation 13: A mandated industry-wide approach to resolutions available to consumers affected by a crisis or large-scale outage.

Quotes attributable to Ombudsman Cynthia Gebert:

“We welcome the outcomes of the Optus Outage Review and the government’s response. This highlights the reality that telecommunications services are essential and critically important to our community. The TIO looks forward to continuing to contribute to improving the sector for all Australians.”

“Trust and confidence in essential services must be underpinned by frameworks that support fair and reasonable outcomes for consumers and telcos in line with community expectations. This review and the government’s response sets out a pathway for increased consumer trust and confidence during times of crisis.”

“The TIO will work with all parties to deliver a robust Triple Zero function, enhanced telco standards and rules in line with community expectations, improved communication during a crisis, and a fairer system for consumers to seek compensation during times of mass disruption.”

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Notes to Editors

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About the Telecommunications Industry Ombudsman

The Telecommunications Industry Ombudsman provides a free and independent dispute resolution service for residential consumers and small businesses who have an unresolved complaint about their phone or internet service.

Consumers and small businesses should contact tio.com.au or 1800 062 058.