The Australian government has ordered a review into the Optus blackout that resulted in millions losing their mobile connection for hours on Nov. 10, with the telco now staring down the barrel of compensating customers and businesses.
“I will task my department with developing the terms of reference for a post-incident review. Further announcements around the terms of reference and next steps will be made in due course.”
At the same time, the minister said the Australian Communications and Media Authority (ACMA) would also assess whether the telco complied with the rules around emergency calls during the outage.
Customers of Optus lost their mobile phone and internet services for over 12 hours on the day, causing major disruption to businesses, and government services.
ATM and other essential services such as public transport, hospital, and emergency services were also affected.
While Optus has “sincerely” apologised to consumers, the company so far has not provided a clear explanation about why the outage occurred.
Government Expects Optus to Compensate Customers
In an interview with ABC News, Ms. Rowland believed it was reasonable for Australian consumers to receive compensation from Optus for their losses.“But aside from that, the ACMA has pointed out that some contracts may entitle customers to refunds or rebates and that the Australian Consumer Law may operate here.”
The Telecommunications Industry Ombudsman has urged affected businesses to keep evidence of their losses (receipts) and reach out to Optus to discuss compensation.
“What we would encourage you to do is contact Optus and ... help them understand what the impact was on them and their earnings,” Ombudsman Cynthia Gebert said.
“That’s the sort of thing that we think you need to tell Optus so they get a sense of what sort of compensation might be the right thing to do for your circumstances.”
While the government has not been able to figure out the amount of financial loss incurred by the outage, it believes the impact was significant.
“There are significant and far-reaching consequences, not just economic, arising from this outage.”
Meanwhile, Optus has declared a refund would not be enough to compensate for the severity of the situation.
Ms. Rosmarin said each consumer would get less than $2 (US$1.3) if the company refunded them. The CEO then suggested other forms of “valuable reward” for loyal customers.
“We might choose to do something that is more valuable.”