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Rowland: ‘consumers were clearly frustrated with lack of information’ over outage

Rowland says the key issue of the Optus outage was “getting some more understanding of the nature of the problem”. She tells ABC TV:

I made it clear from the outset that consumers were clearly frustrated with the lack of information. Australians are reasonable people. They understand that things need to be resolved and that may take some time, but the key issue here was getting some understanding of the nature of the problem, how long it may take and what the impacts would be.

And I think it goes to the issue of how reliant we are on our digital devices and connectivity overall, including for consuming messages and news media. And, in this case, the broadcasting platforms were there to be utilised and I did encourage Optus to do that as well.

It’s important, I believe, to have a post-incident review that is both thorough in scope but also is completed expeditiously and goes to the precise issues of what has caused this, considering the considerable amount of disruption, the distress it has caused, but also the economic impact as well. And to understand what [can] be done in future by the sector as a whole to take the lesson and mitigate that going forward.

So this is important, because Australians expect that there will be follow-up, that there will be lessons learned. But, importantly for the sector as a whole, it’s important to understand how this can be certainly avoided in future.