List of recommendations

Recommendation 1

5.20The committee recommends that the Australian Communications Media Authority, in collaboration with industry partners, prioritise as a matter of urgency the development of an enforceable communications standard for carriers that obliges them to communicate to government, emergency services and the public during national outages. The standard should include details outlining at what time and how certain communications need to occur.

Recommendation 2

5.32The committee recommends that the Australian Communications Media Authority publish the findings of its review into Singtel Optus Pty Ltd and its subsidiaries’ compliance with its obligations under the Telecommunications (Emergency Call Service) Determination 2019, the Telecommunications Act 1997 and Telecommunications (Consumer Protection and Service Standards) Act 1999 as soon as possible.

Recommendation 3

5.33The committee recommends that the Australian Communications Media Authority:

review the remedial action undertaken by Optus to strengthen its processes, procedures, governance controls and communications plans to ensure extensive error checking and regular audits are in place with a view to preventing similar issues reoccurring and ensuring more transparent communications and fulfilment of statutory obligations; and

if required, appoint an Independent Reviewer to review and assess the remedial actions undertaken by Optus.

Recommendation 4

5.38The committee recommends that the Australian Government work with telecommunications carriers to examine large-scale network roaming and mutual assistance arrangements for major outages.

Recommendation 5

5.43The committee recommends that the Australian Government prioritise as a matter of urgency the introduction of amendments to the Security of Critical Infrastructure Act 2018 to clarify that telecommunications carriers are included as critical infrastructure providers.

Recommendation 6

5.51The committee recommends that the Australian Government direct the Telecommunications Industry Ombudsman to expedite the development of a tailored dispute resolution mechanism to ensure appropriate compensation in the event of mass telecommunications outages.

Recommendation 7

5.55The committee recommends that the Australian Government undertake a review of the Consumer Service Guarantee with a view to considering a new, updated Telecommunications (Customer Service Guarantee) Standard, that also applies to fixed broadband and mobile telecommunications services.