Doorstop - Parliament House, Canberra

MICHELLE ROWLAND, MINISTER FOR COMMUNICATIONS: In the Communications portfolio, there are few responsibilities more important than the Triple Zero services. Access to it, it’s proper functioning and Australians’ confidence in Triple Zero is absolutely fundamental. The Optus outage that occurred in November last year impacted tens of millions of Australian consumers and small businesses. It caused them inconvenience, and in many cases, financial loss. The day after the outage, the Government announced that it would conduct an independent review to look in to the circumstances of this outage, and what needed to be done to improve situations in the future. At its core, is ensuring the integrity of the Triple Zero service and that it continues to operate effectively in the interest of all Australians.
 
I’m pleased to say that the review handed down by Mr Richard Bean provides an excellent view point on how this can be achieved. Mr Bean has made 18 recommendations and the Government accepts all of them. We will be implementing all of those recommendations over the next 12 to 18 months.
 
Richard Bean looked at the issues surrounding, for example, the reasons why Triple Zero calls failed on the Optus mobile network. What he concluded was that wilting on the 3G network did not occur. Wilting is the process by which certain towers are powered down if they are not properly operating, which enables Triple Zero calls to be directed to other networks, in this case TPG-Vodafone. The fact that wilting was not instigated for these 3G towers meant that the signal for the Triple Zero service continued to try and find the Optus network and did not ‘camp on’ to another network.
 
We also know that in the months following the outage, Optus said that some 2,000 calls failed to be completed – their initial estimate was around 200 calls. We therefore take all the recommendations of Mr Richard Bean. We thank him for his work and we thank the industry, who for the past few weeks as the Government has been considering this report, have provided views because we want to ensure this is capable of implementation, that it works effectively, and that it achieves the desired outcome. And above all else, that it avoids the inconvenience that was caused, but also the potential threats to health and safety that arose as a result of the Triple Zero service not able to be accessed.
 
I’ll highlight three key points in the Bean Review, and then I’ll be happy to take some questions.
 
The first, is there needs to be a greater consumer focus when it comes to Triple Zero. This is the first comprehensive inquiry into the Triple Zero service in over a decade. It’s therefore important that we consider what this is really about. It's about the Australian citizens, and it’s about the consumers. As the report found, there are many parts of this ecosystem who needed to perform specific tasks. Many of them did, but in other cases, they did it and then stayed in their lines. They ticked a box and said ‘I’ve done my bit’ and didn’t do more. An ecosystem as important as Triple Zero requires more than that. We will be implementing the recommendation to establish a Custodian of the Triple Zero service. This will initially be led by the Telecommunications Industry Ombudsman, who has wide consumer confidence, but also a strong knowledge of the telco sector.
 
We are also taking on board the recommendations in respect to communications. Currently there is a protocol in place for when there are mass outages, and the steps that carriers need to take if that happens. We will be making this requirement a standard. It will be mandatory to have to communicate with customers, but also with relevant agencies and ensure that appropriate information is shared across the sector.
 
Lastly, in terms of compensation and consumer address, the report noted that mass outages should have a mass solution. It’s already a great inconvenience that people have gone through and they shouldn't be subjected to more inconvenience by having to jump through hoops to make a complaint or gain some sort of compensation. My Department, along with the ACMA, the TIO and the industry overall, will move to develop a specific standard when it comes to compensation when it comes to mass outages. The Bean Review looked at issues around other sectors and how this can be applied, including overseas jurisdictions. The key issue here is that it shouldn't be so hard for consumers to gather exercise their rights, just because of the fact that so many consumers make an impact. I look forward to working with the industry, with the regulators, and also ensuring that we have the best Triple Zero service possible.
 
This is a real opportunity for the industry to lift. It’s a real opportunity to update our regulatory systems to ensure that they're fit for purpose, and in the long run, to ensure that we don't see the kind of inconvenience, but also potential threats to health and safety that we saw arise from the Optus outage in November last year.
 
JOURNALIST: Minister, on the wilting requirements. Could you just explain what they currently are, and what you would like them to be after this?
 
ROWLAND: Sure. There is currently a technical process that is in place across networks, that where wilting occurs, there will be automatic camping on to other networks, for Triple Zero calls. In this case, it did not work for the 3G network. The relevance here to the Bean recommendations is that Optus has advised that they have fixed the issue. It was not automatic wilting for their 3G network. They have advised they’ve fixed it, but part of the Bean recommendations is that where there has been a mass outage and certain actions have been taken, affected carriers need to continue reporting against that to say what they have done to fix that. It’s not simply a matter of saying ‘we'll fix this issue’, they actually need to report on the measures that they've taken to ensure that that doesn't happen again.
 
JOURNALIST: You've mentioned that will now look into avenues for mass compensation as a result of these things. But what about the result of this incident?
 
ROWLAND: We know that there are many people who exercised their rights directly with Optus, but also through the TIO. We will take further advice from the TIO and also from the ACMA to the adequacy of what has happened thus far. What the Bean Review is looking at is how we can improve the system going forward. While, I appreciate that there may be offered customers were impacted at the time, we need to take the lessons from that as well.
 
JOURNALIST: Just on National Cabinet, is the Federal Government open to requiring social media companies to properly enforce their existing age limits, and also legislating age verification for pornography as policies that will help prevent gendered violence?
 
ROWLAND: It would be helpful, as we have said on many occasions, for the social media platforms to do more. They currently have Terms of Service about what kind of content is not warranted on their networks - the question has been around enforceability. I have released, as I announced in November last year, the Issues Paper that is going to the review of the Online Safety Act. This is part of the issues that will be considered including enforcement and penalties. Again, as I've said, the platforms need to do more here. We know that they understand their users better than anyone else. They know their patterns, and in many cases, are able to determine their ages and mandatory age limits for who can utilise their services as well.
 
On the issue of age assurance, my Department, as I've said previously, is scoping the elements of a pilot in this area. We are working very closely with eSafety who also have responsibility for code development under the Online Safety Act as well. We know that more needs to be done in order to assist particularly young people who may inadvertently be seeing pornography as well.
 
JOURNALIST: On the fallout from the domestic violence rallies on the weekend, specifically on the one the Prime Minister was at. He is copping a lot of flack for abusing his power as Prime Minister to the event organiser. What do you make of that whole situation? Has he been unfairly treated or does the organiser have some points to make?
 
ROWLAND: I think the most important thing here is that it’s clear there is momentum around Australia to do something to have concrete action on the unacceptable levels of gender-based violence, and the number of women who are dying because of their sex. This is an issue that I think cuts across all parts of our communities and that was evidenced by the large numbers of people from all walks of life, who decided to take to the streets over the weekend. I think our focus needs to be laser-like on implementing the National Plan to End Violence against Women. We need all States and Territories to be absolutely focused on this. We need implementation and Governments and leaders are going to be judged on how they deliver on this.
 
I think it's also incumbent on everyone, as we look to National Cabinet tomorrow, to remember that this is an issue that didn't just start overnight. It's one that has been prevalent in our society for very many years. In my previous life as a lawyer, the only time that I went to court in 10 years was as a pro-bono solicitor on the domestic violence roster. I can tell you, in that time, there were substantive changes that were made. When I first started, there wasn't even a separate room in the court to have private briefings with the client. That has changed over time, so it's important to note that things can change. They change not only by the applications and investments, but also by implementing very clear evidence, strategies, but it requires a collective effort. I would think at this time that all people in positions of authority would understand Australians have spoken: they want action on this.
 
JOURNALIST: Minister, the Prime Minister was at the microphone and the co-organiser was visibly upset while he was speaking on domestic violence. Do you wish you'd handled the situation differently because the optics were that he was sort of talking over her and ignoring her being upset?
 
ROWLAND: I think we need to appreciate that this is an issue that many people from a wide cross section of society feel very strongly about. I appreciate that the organisers took the time to organise that rally. They're very invested in its outcome, and I would say that momentum is there. Momentum has certainly been enriched by people having the opportunity to be at those rallies to demonstrate their support and to enact change. I would say to anyone who attended, and those and who have seen seeing those rallies - this issue is one that is not falling on deaf ears. The Prime Minister is very alive to it, Cabinet is alive to it and I dare say all Members of Parliament are alive to it as well.
 
JOURNALIST: Minister back on the tech platforms, if I could. You've outlined a number of different processes and papers and things that are happening in your portfolio in the wake of what we're in Sydney in the last couple of weeks with the stabbings. When will we start to actually see the fruits that start to bear? You've talked about the Government delivering on promises, when will we actually start seeing some of the results? More specifically, the misinformation bill, what changes are actually being considered and when will we see an updated draft of that Bill?
 
ROWLAND: There are a number of streams of work that are being undertaken at the moment. What I would reiterate here is that our approach as a Government has been collaborative across Ministers and Departments. I chaired the Online Harms Ministers Meeting, and this involves colleagues such as the Attorney General, Minister for Education, Minister of Social Services and the Minister for Youth.
 
It has been a very holistic approach that we're taking to these issues. In terms of the Online Safety Act review, this is something that I announced in November last year and our reviewer Delia Rickard has been undertaking important consultations so far and that's now open for public consultation.

I do expect that there will be some areas that require work across Departments and I do appreciate that this is an area - to go back to the issue of gender-based violence – that people are very frustrated by the power of the platforms, like recommender systems that are pushing misogynistic rubbish to young boys. That’s one example, however I do expect that across Government, we will be able to make announcements in advance of that October reporting date for the Online Safety Act review.
 
That’s one stream of work, but to go to another that goes specifically to the issue of gender-based violence and tech facilitations abuse – we have been working with industry on developing a Code of Conduct for the dating apps sector. We have as a Government given the dating app industry until the middle of this year to develop a Code, one that would be overseen by the eSafety Commissioner and we are pursuing that. We expect that to be completed in the next few months.
 
In terms of the misinformation and disinformation Bill, we have been having constructive consultations with a number of parties and expect to introduce that later on this year. We'll continue to have constructive conversations and I think more than ever, the events that have gone on in terms of the stabbings in Bondi but also in Western Sydney, have highlighted how important it is to hold the platforms to account for their systems and processes that should address the spread of harmful misinformation.
 
JOURNALIST: Minister, back on to Optus, which of the recommendations is your top priority and have you been working with the other carriers on the recommendations?
 
ROWLAND: We certainly have been working across industry. I should stress that although Optus was obviously the subject matter - this is an opportunity for the entire industry to be able to lift. To name where I think is the most important of the 18 recommendations: they're all fundamental. I think the issue that goes to placing the consumer front and center, for Triple Zero is one that is overdue. I think it's one that will bear fruit in a number of areas, including ensuring that industry is more responsive, communicates better, but also ensures that customers get redress in cases of mass outages in the future.
 
JOURNALIST: Just a follow up, you mentioned recommender systems and misogynist content. Is that an option to regulate and to legislate that the tech giants don't show their content or show it in a deprioritised way?
 
ROWLAND: This goes to some of the issues that have been canvassed in the Online Safety Act Review, but as you say, this is an area where a number of regulators in jurisdictions including Australia, over many years, have found that the opaque nature of the algorithms makes it difficult to identify and regulate. However, we are determined to make positive changes in this area.
 
JOURNALIST: Minister on the 3G shutdown, are any of these recommendations going to access in regional areas where people need to access Triple Zero?
 
ROWLAND: The 3G, switchover and the Optus outage are two separate issues, but I do think they do inform one another. The most clear example of that is where we have an established a Working Group to deal with the 3G switchover to deal with the fact that there are too many customers with devices that will not be compatible to call Triple Zero after the switchover. I think putting consumers at the center of that is vital.