Recent failures in Australia's Triple Zero emergency call system, including issues affecting Samsung phone users reported by Telstra, are intensifying calls for a comprehensive and self-reliant review of the entire infrastructure. These incidents highlight systemic vulnerabilities and raise questions about the current regulatory approach.
Advocates are pushing for a technical review that is entirely separate from the Australian communications and Media Authority (ACMA), the current telco regulator. Concerns have been raised regarding ACMA's effectiveness, notably following revelations during Senate estimates that the agency delayed verifying the accuracy of initial outage reports from Optus by more than 24 hours. This delay occurred despite ACMA having pre-existing concerns about the details provided.
Legislation establishing a Triple Zero Custodian is considered a crucial step, but stakeholders argue the role needs significantly enhanced powers. The Custodian should be empowered to mandate service improvements from telecommunications providers and establish clear, measurable minimum performance benchmarks. A key requirement is the ability to provide consumers with real-time notifications during outages,ensuring they are informed of potential disruptions to emergency services.
Currently,problems within the Triple Zero ecosystem are frequently enough identified only *after* outages occur. The Custodian should be tasked with conducting regular,proactive reviews to identify and address emerging risks before they impact public safety. Recent outages have demonstrated a pattern where consumers report issues to telcos *before* they are officially recognized, underscoring the need for a more responsive and preventative approach.
Emergency service accessibility is a basic right. The cost of replacing possibly incompatible phones, as seen with the recent Samsung issue affecting up to 70 older models, places an undue financial burden on consumers, particularly those for whom a new device represents a meaningful expense.
Passing and strengthening the Triple Zero Custodian legislation is seen as a vital step towards a more reliable and resilient emergency call system for all Australians.