Telecommunications companies will now be obligated to disclose network outages in real-time through a public register. Additionally, they could face fines as high as $30 million if their customers experience issues connecting to the emergency triple-zero service.

Communications Minister Anika Wells has formally instructed the Australian Communications and Media Authority (ACMA) to enhance transparency regarding network outages. This involves compelling telecom providers to keep an updated public register.

“I am writing to inform you that I have made the decision to formally direct the ACMA to establish new regulations to bolster the telecommunications regulatory framework,” Wells stated in part of her letter.

She added, “I will be issuing a directive to the ACMA to revise the Telecommunications (Customer Communications for Outages) Industry Standard 2024. This amendment will require telecommunications providers to maintain a public register of their network outages.”

While telecom companies are already under a legal obligation to report outages, this information is not always easily accessible to the public. Currently, it is scattered across various websites and social media platforms.

Under the formal direction, customers would have access to real-time data in one location, similar to the way energy companies and state fire departments have live maps detailing current incidents on their websites.

Australia’s peak consumer body, the Australian Communications Consumer Action Network (ACCAN), has been calling for a public register and welcomed the news.

“Confidence in triple zero and telco services overall has taken a significant hit over recent times. This register is so important to stabilise community concerns,” ACCAN chief executive Carol Bennett said.

The federal government is trying to rebuild Australia’s confidence in the triple-zero system after three people died in an Optus triple-zero outage last month.

The government has introduced fast-tracked legislation in parliament to establish a triple-zero “custodian” to oversee the network.

During a debate over the bill in the Senate yesterday, Labor agreed to calls from the Greens and Coalition to increase the penalties for triple-zero outages to $30 million.

”We are not on the side of corporate criminals on this side of the chamber, and we will certainly make sure that these penalties signify what the community standard and expectation is, but also from the government,” Labor’s Nita Green, who introduced the bill in the Senate on behalf of Wells, said.

Today, the Senate will vote to establish a Senate inquiry into Optus’ triple-zero outage last month, with the Greens and the Coalition appearing to team up to help get it over the line.

Optus has commissioned an internal investigation and also remains under investigation by the Australian Communications and Media Authority (ACMA).