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Rue and Berejiklian Will Survive, but Optus Customers Won’t Wait

A firewall upgrade error caused the outage affecting emergency calls, linked to at least three deaths, prompting a Senate inquiry into Optus' systemic failures and response delays.

  • On Monday, September 18, the Senate Environment and Communications Committee held hearings into the Optus triple-0 outage, with witnesses including John Arthur, Paul O'Sullivan, Stephen Rue, and Nerida O'Loughlin.
  • A misclassified, unauthorised change to the session border gateway triggered the outage at Regency Park exchange, South Australia, after Nokia contractors used an outdated Method of Procedure and bypassed reviews, according to Optus.
  • About 600 customers were potentially impacted after South Australian Ambulance Service alerted Optus at 1.17pm, with services restored by 2.34pm and the first 100 identified by 7.50pm.
  • Optus CEO Stephen Rue apologised and accepted accountability, pledging 300 additional call-centre staff and independent reviews led by Dr Kerry Schott and Kearney.
  • Against that backdrop, Optus's history includes a 2022 data breach affecting nearly 10 million customers, an ACCC June 2025 settlement for 'unconscionable conduct', and a November 2023 outage that affected 2145 people.
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region.com.au broke the news in on Saturday, November 1, 2025.
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