Optus, one of Australia’s big three telecommunications providers, is on the hook for a $100 million civil penalty. This as the company is facing its second crisis over the triple-0 outage in as many years. The Australian Federal Court has appropriately slapped the company’s wrist. Justice Patrick O’Sullivan went further, calling its conduct “extremely serious” and “appalling.” This lawsuit underscores the company’s failure to be a reliable operator. It shows their callousness to the needs of the most vulnerable members of the community.
The hefty fine recognizes the considerable disruption and impact to the public caused by these outages. These disruptions particularly affect first nations Australians who value and rely on an uninterrupted telecommunications service. These outages have sparked public outcries and concerns over Optus’s lack of accountability and duty to protect, especially at-risk populations. Indeed, Justice O’Sullivan’s comments remind us just how dire things are. She calls out the company’s actions and inaction that have disproportionately hurt the most marginalized members of our communities.
Optus’s refusal to commit to maintaining continuity of service in emergencies has led to backlash from consumer advocates and community leaders. Community activist Lynda Edwards, who’s been a vocal advocate for her vulnerable community, couldn’t hide her disappointment at how things still aren’t right.
“What is it going to take for these companies to actually look after vulnerable people in our communities?” – Lynda Edwards
This sentiment is not only shared widely throughout the impacted communities but speaks more broadly to the issue of corporate accountability in the telecommunications industry. Optus has a history of not providing basic services at all times, especially in emergencies. This trend exposes huge holes in their pledge to better serve their customers, particularly the most vulnerable.
The transportation company is preparing to settle with a record breaking fine. Simultaneously, it is under greater scrutiny to implement foundational reforms that will stop the cycle of reoccurring outages, and focus on protecting its most vulnerable consumers. The Federal Court’s decision is an important reminder to Optus and all telcos. It highlights the critical importance of protecting consumer confidence and making sure that no matter what, crucial services are never out of reach.
