<div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>A review into the Optus Triple-Zero outage that was linked to two deaths in September has revealed widespread issues and an overall "lack of care" about mistakes that led to the incident.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>The review examined the 14-hour failure that led to 605 people unable to connect to the emergency line in South Australia, Western Australia, the Northern Territory and part of NSW on September 18.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>It found that Optus gave contractor, Nokia, incorrect instructions for a routine upgrade, which led to at least 10 crucial mistakes.</span></div></div><div><div id="adspot-mobile-medium"></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><strong><span>READ MORE: </span></strong><a href="https://www.9news.com.au/national/investment-firm-netwealth-strikes-deal-with-asic-to-repay-first-guardian-superannuation-collapse-victims-100-million/bebd2f04-f743-4eaf-aef9-996ad15effb9" rel="" target="_blank" title=""><strong><span>Australians who lost their retirement fund to be paid back $100m</span></strong></a></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>Optus and Nokia were found to have been unaware of the issue for 13 hours, as the call centre failed to escalate reports from five callers that Triple Zero calls were not working.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>The report found there were internal gaps, including poor information flow that failed to acknowledge the severity of the outage and siloed structures.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"The lack of care and work discipline evident in all the mistakes that were the cause of this incident is more difficult to address," the report said.</span></div></div><div><div class="OUTBRAIN" data-reactroot="" data-src="//www.9news.com.au/national/optus-triple-zero-outage-review-handed-down/123e290c-2258-4f5b-a9f0-d9688a7d42a9" data-widget-id="AR_5"></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>The other major issue was that the Triple Zero calls did not latch onto other networks as they should have, which the report stated was "puzzling".</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"This raises issues about how well the Triple Zero system is operating and whether it can be improved," the report said.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>The Optus review handed down 21 recommendations, including encouraging staff to escalate issues outside their immediate group, considering whether Optus should contract its complex and essential services, and shifting the siloed nature of work.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>At a meeting earlier this week, the board accepted all the recommendations and agreed to implement them quickly.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><strong><span>READ MORE: </span></strong><a href="https://www.9news.com.au/national/bondi-shooting-update-online-fundraiser-for-ahmed-al-ahmed-hits-over-two-million/00141be7-153b-4dce-9781-0d20e996c22d" rel="" target="_blank" title=""><strong><span>Fundraiser for Bondi hero surpasses $2.5 million in donations</span></strong></a></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>The board will also fine or fire the employees personally accountable for the failures.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>Optus chairman John Arthur said the report was a "sobering read".</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"We are deeply sorry for the 18 September outage that impacted Triple Zero services and the consequences for any Australians who were trying to reach emergency services," he said.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"We recognise the scale of the challenge and will act decisively to make the necessary changes to strengthen the business and rebuild trust."</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>Optus chief executive Stephen Rue said some of the key reforms needed were already under way, and the company will regularly report its progress.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"Our commitment is not just about compliance, it's about setting a new standard for our performance as a critical infrastructure provider of essential services and serving the community," he said.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"Australia deserves world-class emergency call services.</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><span>"We are working closely with government, regulators, and the wider telecommunications sector to enhance the reliability of the Triple Zero service for our customers."</span></div></div><div class="block-content"><div class="styles__Container-sc-1ylecsg-0 goULFa"><a href="https://www.9news.com.au/national/how-to-follow-9news-digital/29855bb1-ad3d-4c38-bc25-3cb52af1216f" target="_blank"><strong><em><span>DOWNLOAD THE 9NEWS APP</span></em></strong></a><strong><em><span>: Stay across all 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