Optus Informs Government of Triple Zero Disruption via Wrong Email Address

Quick Read

• Optus dispatched Triple Zero outage notifications to an obsolete government email address, overlooked for over 24 hours.
• The Australian Communications and Media Authority (ACMA) notified officials of the outage.
• The correct email address was available, but Optus erroneously utilized the old one.
• The communications department did not consider Optus’s notification procedure finalized.

How the Notification Error Occurred

Optus sent vital alerts regarding a Triple Zero outage to a decommissioned government email address, causing a delay in response. The email remained unexamined for over 24 hours, only being found after the Australian Communications and Media Authority (ACMA) notified federal officials about the problem.

The Timeline of Events

The notifications were first sent on Thursday, September 18. However, federal communications officials were only informed of the incident on Friday, September 19, at 3:30 PM, after a tip from ACMA.

Government Response and Oversight

James Chisholm, deputy secretary of communications and media, stated that the email was routed to a defunct mailbox. This address had been superseded a week earlier, and Optus had been notified of the new email.

Optus’s IT Upgrade and Email Error

Optus had informed the department on September 12 about an IT upgrade designed to ensure notifications were directed to the correct address. Nevertheless, the alert about the outage was sent to the previous address.

Government Systems and Accountability

Sam Grunhard, first assistant secretary, mentioned that the new email address was provided to telecommunications companies on September 11. Optus successfully sent 272 notifications to the new address, yet the vital outage alert was misrouted.

Monitoring and Transition Issues

There was no verification whether the old mailbox had a forwarding feature to redirect emails to the new address, raising concerns about oversight during the transition. Chisholm emphasized that the notification was deemed incomplete due to the mistake.

Summary

Optus’s mistake in using the incorrect email address for emergency notifications caused a delay in the government’s response to a Triple Zero outage. This situation underscores the necessity of maintaining precise contact information and ensuring communication channels are adequately monitored throughout transitions.

Q: What was the primary issue with Optus’s notification?

A: Optus sent a significant outage notification to an outdated and unmonitored government email address, leading to a delay in response.

Q: How did the government learn of the outage?

A: The Australian Communications and Media Authority (ACMA) alerted federal communication officials, which led to the discovery of the missed email.

Q: Were there any measures in place to avoid such errors?

A: The government had notified telecommunications companies of the new email address, but the oversight during the transition did not confirm if the old address had forwarding systems to prevent missed notifications.

Q: How many notifications did Optus send successfully?

A: Optus correctly dispatched 272 notifications to the new email address.