EXECUTIVE SUMMARY
This report details the OUR’s examination and overall assessment of FLOW’s submissions in relation to the outage which occurred on its network on the weekend of 2016 September 2 – 3 and which affected many of the company’s customers. It outlines the sequence of events that transpired during that weekend based on the information submitted by FLOW in their report and feedback on the incident. The timeline below indicates the numerous exchanges between the OUR and FLOW in an attempt to get a clear understanding of the root cause of the event and to assure the OUR that the process and analysis
undertaken by FLOW in the aftermath of the event provided the company itself with such an understanding.
The series of exchanges between the OUR and FLOW was carried on over a timeframe of more than a year through both written and informal exchanges by way of telephone calls with FLOW on the matter. It notes that FLOW’s account to the OUR on the incident was marked by protracted delays in providing several responses.
Additionally, the documentation provided to the OUR by FLOW does not, in the OUR’s opinion, provide
sufficient basis for corroboration of several of its findings.
All of this has served to weaken the level of confidence the OUR is able to place in the findings regarding
the underlying root cause of the incident and the assurance against the occurrence of such incidences in
the future. Consistent with the OUR’s practice, FLOW has been given the opportunity to comment on a
draft of this report and the OUR has considered those comments (including the company’s reliance on the relevant statutory confidentiality provisions) in arriving at a final report for publication.
Arising from the actions and other inadequacies highlighted within this document, the OUR has concluded the following:
- FLOW’s conduct of the investigation and analysis and reporting on same have left critical questions unanswered and has materially compromised the OUR’s ability to independently assess, ultimately agree or otherwise with the findings presented as to the root cause of the outage.
- The information provided on the remedial action taken by the company is insufficient to provide the requisite level of assurance to the OUR that the reoccurrence of this or a similar event is unlikely.
- The OUR in issuing this report, is also indicating its concerns and dissatisfaction with FLOW’s conduct of the investigation of its network failure and the possible implication for future outages. FLOW and other stakeholders should be guided by its content.
- It is expected that FLOW will also give consideration to the issues raised in seeking to improve the
resilience of its network and in undertaking any future root cause analysis into incidences on its network.
The OUR will also be furnishing a confidential version of the report to the Ministry of Science and Technology for its consideration and determination of any relevant action. As is the practice in such instances, a copy of the non-confidential version of the report will also be posted to the OUR’s web site.
