The Albanese Government is set to commence reforms to improve the Emergency Call Service, following a review into last year's Optus outage. The Post Incident Review, led by Mr Richard Bean, is the first comprehensive review of the Triple Zero ecosystem in over a decade.

The outage left millions of Australians and small businesses without access to communication services, with many unable to call Triple Zero, with the principal cause of the outage attributed to a lack of wilting on the Optus 3G network. Optus has advised that this issue is now addressed, but the outage identified a need to improve information flows, governance, and technical assurance frameworks in the emergency calling context.

Minister for Communications, the Hon Michelle Rowland MP, said: "Australians need to have confidence in our telecommunications services, particularly when it comes to Triple Zero. Last year's Optus outage and the Telstra Triple Zero fault earlier this year highlights vulnerabilities in the system. This Review is the most comprehensive examination of the Triple Zero ecosystem in over a decade. It means we have a workable blueprint to implement changes that will help improve the resilience of telecommunications in this country.

"The Review identified opportunities every part of the system need to do better, and these recommendations will help us do just that. I acknowledge those who provided feedback toward the Review, including the industry for working cooperatively and transparently, and thank Mr Bean for his work in delivering this strong report. We will take these Recommendations forward."

The Australian Government will implement all 18 of the recommendations from the Review, aiming to reduce the impact of future outages. Over the next 12-18 months, the Government will establish the Triple Zero Custodian framework, implement new rules for telecommunications carriers, require the industry to provide work plans to the regulator following a major outage, create a new comprehensive testing regime, and review and update legislation and regulation relating to the delivery of Triple Zero.

The Telecommunications Industry Ombudsman (TIO) will support the delivery of several recommendations. The Australian Communications and Media Authority is undertaking an investigation into Optus' compliance with the Emergency Call Determination 2019.

Ombudsman, Cynthia Gebert, said: "We welcome the outcomes of the Optus Outage Review and the government's response. This highlights the reality that telecommunications services are essential and critically important to our community. The TIO looks forward to continuing to contribute to improving the sector for all Australians. Trust and confidence in essential services must be underpinned by frameworks that support fair and reasonable outcomes for consumers and telcos in line with community expectations.

"This review and the government's response sets out a pathway for increased consumer trust and confidence during times of crisis. The TIO will work with all parties to deliver a robust Triple Zero function, enhanced telco standards and rules in line with community expectations, improved communication during a crisis, and a fairer system for consumers to seek compensation during times of mass disruption."