Telstra’s finance chief Michael Ackland says police are still trying to contact 170 people who made failed triple-0 calls during Wednesday’s network outage, as the telco grapples with a deepening public relations crisis.
The country’s largest telecommunications company said 639 emergency calls failed to connect during the outage, which disrupted public transport, payment systems and mobile services across the country.
“It’s unacceptable what has happened and our focus is on how we have addressed it through our processes, through the welfare calls and following up with customers as quickly as we can,” Mr Ackland said on Thursday lunchtime.
Mr Ackland said Telstra had handed 170 unresolved welfare checks to police, who were continuing efforts to reach those callers.
“We want to again apologise for the disruption these issues have caused to our customers and our community,” he said.
“We know how important it is to stay connected and we take this responsibility seriously.”
Second outage, CEO flying back from holiday
Telstra chief executive Vicki Brady is flying back from a family holiday on Thursday and is expected to return to the office on Friday as the company faces mounting scrutiny over one of its most serious network failures in years.
The company also disclosed it had identified a second software failure on Wednesday night, extending triple-0 problems into Thursday morning after the initial nationwide network failure.
The telco’s finance chief said he couldn’t comment on news reports linking the emergency call outage to a death in South Australia.
Mr Ackland also referred the public to a South Australia police statement that the force was not aware of any death associated with the outage.
The telco’s finance chief again suggested it was too early to flag any specific compensation for personal or business customers affected by the outages.
“We’ll work through compensation as part of our BAU (business as usual) process and communicate with customers around that,” he said.
Victorian trains gradually return to normal service
Victorian train operator V/Line said rural services cancelled by the outage on Wednesday should return to normal from Thursday lunchtime, although it also warned travellers to expect delays.
The Ghan tourist train also left Adelaide on Thursday after being stranded overnight in the city due to the outage that also affected transport in Canberra and regional New South Wales.
The political theatre around the outage also extended on Thursday after Opposition Leader Angus Taylor defended his shadow communications minister Sarah Henderson from claims she acted foolishly by dialling triple-0 on Wednesday to test if the service worked.
“These actions were not illegal and were made necessary by complete and utter failure from the (comunications) minister (Anika Wells),” Mr Taylor said on Thursday.
Minister Wells said the government department and telco had worked through Wednesday night and Thursday morning to seek assurance that all triple-0 calls were being connected and any missed were followed up on for welfare checks.
Telstra shares lifted 0.4 per cent to $4.94 on Thursday afternoon.
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