Following recent mobile device testing undertaken by industry, the ACMA was notified of an identified issue affecting certain older Samsung mobile phones when attempting to make emergency service calls.
The ACMA was also advised that Telstra, Optus, TPG Telecom and Samsung were working on remediation plans for customers with these devices.
The ACMA has been clear with the telcos about their responsibilities under emergency call services rules and has stressed the need for them to address this issue as a matter of priority.
Under the rules introduced by the ACMA in 2024, telcos must identify mobile phones that are unable to access the emergency call service, notify affected customers and provide assistance to these customers.
These rules are designed to protect Australians in critical situations and ensure mobile devices operate reliably under Australian conditions when making emergency calls.
Telstra has published information about the issue, including a list of affected devices and what their customers need to do – https://www.telstra.com.au/exchange/older-mobile-devices-calling-triple-zero-.
Optus has also published information for their customers – https://www.optus.com.au/about/media-centre/media-releases/2025/10/customer-update-triple-zero-and-samsung-devices.
The ACMA emphasises that this issue is not specific to Telstra and Optus customers and strongly encourages anyone who has a listed Samsung phone or is unsure if their phone is affected to contact their telco provider.
Public safety and reliable access to emergency services are of paramount importance. The ACMA is actively monitoring the situation and telco compliance with their emergency call service obligations.