TLDRs;
- Singtel summoned by Australia after Optus outage linked to four deaths sparks regulatory and political pressure.
- Optus may face penalties exceeding its previous A$12 million fine for a 2023 nationwide outage.
- Independent review led by Kerry Schott will investigate missed safeguards and emergency call failures.
- Optus’ repeated failures threaten Singtel’s reputation and half of its global revenue stream.
Australia’s government has turned up the heat on Singapore Telecommunications (Singtel) following a deadly network outage at its Optus subsidiary, which left emergency callers stranded and has been linked to four deaths.
The communications debacle, caused by a failed upgrade on September 18, has triggered political, legal, and regulatory consequences that could culminate in some of the heaviest penalties ever imposed on the Australian telecom sector.
Government demands stronger accountability
Communications Minister Anika Wells announced she has summoned Singtel representatives for talks during their upcoming visit to Australia. Speaking to the Australian Broadcasting Corporation, Wells described the issue as a “constant watch,” stressing that the company has yet to show it has learned from past mistakes.
“This outage was not just an inconvenience, it was a life-threatening failure,” Wells said. “Singtel and Optus must expect more severe penalties.”
The outage prevented around 480 people from reaching the nation’s Triple Zero emergency line. Authorities are now examining whether Optus adequately prepared its systems to handle the upgrade and why it failed to reroute calls when the network went down.
Optus’ troubled history and fines
This is not the first time Optus has come under fire for mishandling its network. In 2023, a similar disruption left millions without service, including blocked access to emergency numbers.
That incident resulted in a A$12 million (US$7.9 million) fine, and Wells has indicated the current fallout will likely be far costlier.
Adding to the pressure, Optus was also fined A$100 million this year for unconscionable sales practices that targeted vulnerable Australians, including those with disabilities. Together, these incidents have intensified criticism that Optus has repeatedly failed in its duty of care to the public.
Independent investigation launched
In an effort to regain public trust, Optus has announced an independent review of the outage led by seasoned executive Kerry Schott. The investigation will examine what caused the breakdown, how Optus handled the emergency call failures, and whether procedures were followed during the upgrade.
Chief Executive Officer Stephen Rue admitted that critical safeguards were missed.
“Some steps were not completed, and emergency calls were not diverted as they should have been,” Rue said. He pledged to share the review findings publicly by year’s end.
Meanwhile, the company has suspended further upgrades, introduced continuous monitoring of emergency call systems, and is working with regulators to address systemic weaknesses.
Singtel’s broader reputation at risk
Optus is Australia’s second-largest telecom provider and generates roughly half of Singtel’s global revenue. That financial dependence means the crisis in Australia reverberates across the parent company’s operations. Singtel insists it has invested more than A$9.3 billion in Australian infrastructure over the past five years, but critics argue the spending has not translated into resilient systems.
For Singtel, the stakes extend beyond fines and short-term damage. The company faces a reputational crisis that could undermine its standing in both Australia and international markets. As regulators weigh new rules for emergency call services, Singtel will be under intense scrutiny to prove it can deliver safe, reliable networks.
Until the independent review is complete, Optus remains on the defensive, trying to contain political outrage, legal exposure, and shaken customer trust.
