Optus Outage 2025: Triple-Zero Failure Leaves 3 Dead

Optus is facing significant criticism following a substantial network outage that prevented hundreds of Australians from accessing triple-zero emergency services. The outage, caused by initiation of a system upgrade imbedded the ability for parts of South Australia, Western Australia and the Northern Territory to connect with 000. Officials have confirmed that at least three people died as a result of being unable to access emergency services during f the incident.

There has been widespread outrage both in metropolitan and regional communities with questions focused on how one of the largest telecommunications service providers in Australia could let this failure occur. The impact of the outage especially affected regional communities already with limited access to medical, hospital or safety support. Regardless of the notion of limiting or threatening the acceptance of the national telecommunications system, this established undermine the notion of reliability via use of the national telecommunications system during critical times.

Optus Response and History of Failures

Optus CEO Stephen Rue apologized and said an upgrade was "a factor" in the failure. He stated that services had been restored and promised a full investigation into the outage. The company committed to working with regulators, and to be transparent in sharing its findings.

This is not the first time Optus has been under scrutiny for failures in its emergency systems. In 2023, the company was fined after a similar outage affected triple-zero calls. That record, as critics have noted, brings with it, a renewed level of public frustration, arguing that Optus has yet again has not learned from its previous experience. The consumer groups urged that Optus should not only apologize, but they want more than that in the way of contestable action, to put safeguards and accountability measures in place to ensure lives are not put at death.

Public and Government Reaction

Australians have spoken out strongly after the Optus outage, with many taking to social media to share how frightening the experience was. Some described hearing nothing but error tones or seeing repeated “call failed” messages when dialing triple zero. Others said calls suddenly dropped mid-way, leaving them unsure if help would ever arrive. For those facing medical emergencies or accidents, the sense of helplessness was overwhelming.

One user wrote that their relative’s call for an ambulance didn’t go through on the first attempt. Another said they tried several times before reaching help, calling the experience “terrifying.” These stories quickly spread online, sparking outrage and demands for answers from both Optus and the government.

In response, the federal government announced a review into the outage, promising to examine whether tighter rules are needed for major telecom companies. Experts have already warned that Optus must build stronger backup systems and test upgrades more carefully. Consumer groups are also urging carriers to give clear, real-time updates during outages so people know what’s happening and where else to turn.

I have just held an emergency press conference following Optus’s late afternoon announcement regarding a 000 outage and the tragic death of two South Australians.

The South Australian Government was only made aware of these deaths after Optus’s media conference had already… pic.twitter.com/mqun7Hb7t4

— Peter Malinauskas (@PMalinauskasMP) September 19, 2025

Moving Forward

The blackout has once again raised a difficult question: how much can Australians trust their major phone providers when it comes to life-or-death emergencies? For many, the outage was not just an inconvenience—it was a reminder of how fragile the system can be when safeguards fall short.

Winning back trust won’t be easy for Optus. Many customers say the company now has to prove it can do better, not just with words but with real action. That means putting money into stronger infrastructure, setting up more reliable backup systems, and being upfront with regulators and the public. Until people see those changes, doubts will linger over whether Optus can truly be counted on when Australians need it most.

Image(s) Source: abc.net.au , optus.com