The ACMA

Carriers and service providers

Emergency call service

ACMA launches court action against TPG Internet over alleged failures to give access to the Triple Zero emergency call service

Media release 86/2012 - 9 November

The Australian Communications and Media Authority has filed proceedings against TPG Internet Pty Ltd (TPG Internet) in the Federal Court for alleged failures to give access to the Triple Zero emergency call service.

The ACMA alleges that TPG Internet breached the Telecommunications (Emergency Call Service) Determination 2009 (the Determination) by failing to give certain customers and other end-users access to the Triple Zero emergency call service. The failures to give access are alleged to have occurred over a period of approximately six months between March 2011 and September 2011.

‘All Australians need to be assured that their telecommunications provider attaches the utmost priority to Triple Zero access,’ said ACMA Chairman, Chris Chapman. ‘We take any issues with access to the Triple Zero service very seriously.’

The Determination imposes requirements on telephone service providers in relation to emergency call services, including requirements about giving customers and other end-users access to the Triple Zero emergency call service.

For more information or to arrange an interview, please contact: Blake Murdoch, on (02) 9334 7817, 0411 504 687 or media@acma.gov.au.


Backgrounder

The Triple Zero emergency call service is an operator-assisted telephone service that has been established in order to connect callers to an emergency service organisation—police, fire or ambulance—in a life-threatening or time critical situation.

Under subsection 147(1) of the Telecommunications (Consumer Protection and Service Standards) Act 1999, the ACMA has made a written determination, the Telecommunications (Emergency Call Service) Determination 2009 (the Determination), which imposes requirements on carriers, carriage service providers (CSPs) and emergency call persons in relation to emergency call services. The ACMA regulates the Triple Zero emergency call service through the Determination.

Section 19 of the Determination requires a CSP to ensure that its controlled networks and controlled facilities give an end-user access to emergency call services unless it is not technically feasible to give the access or a matter beyond the control of the CSP materially and adversely affects the CSP’s technical ability to give the access.

Subsection 13(2) of the Determination requires a CSP that supplies a standard telephone service to give an end-user access to the emergency call service if the end-user makes a call on the standard telephone service using the emergency service number 000.

Last updated: 18 October 2013

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