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Ensuring mobiles can reach 000 after the 3G shutdown

FAQs for industry

Q: What are the new rules?

A: The new rules are set out in the Telecommunications (Emergency Call Service) Amendment Determination 2024 (No. 1), which require Telcos to:

  • Identify mobile phones unable to access the emergency call service (Triple Zero).
  • Notify customers with mobile phones unable to access the emergency call service.
  • Not supply carriage services to mobile phones unable to access the emergency call service. 
  • Give information and assistance to customers to access alternative low cost or no-cost mobile phones.
  • Update payment assistance policies to set out arrangements by which financial hardship customers can receive assistance to obtain a low-cost or no-cost mobile phone.

Q: Who do these rules apply to?

A: The rules apply to carriage service providers that supply a mobile network service. The carriage service provider must identify whether a mobile phone that is requesting supply of a carriage service on its network is configured to be able to access Triple Zero. If it is not, then they must adhere to the notification and assistance requirements. 

Q: If a carriage service provider relies on the carrier for that type of information, what should they do if the carrier does not cooperate?

A: Carriers must, under the new Part 4 of the Telecommunications (Emergency Call Service) Determination 2019, to do everything reasonably necessary to enable a CSP to comply with the CSP’s obligations. See section 63.

Q: If a CSP has already been notifying customers in various ways, do they still need to notify?

A: Telcos can only rely on notifications provided to existing customers before 28 October if:

  • the customer is using a mobile phone that is known to be directly impacted by the Optus and Telstra 3G network shutdown
  • the customer uses that mobile phone between 28 October and 1 November 2024 to request supply of their service
  • the telco identifies that the mobile phone is not configured to be able to access Triple Zero on both its own network and via emergency ‘camp-on’ to another network when their own network is not available. 

For existing customers from 2 November onward (after 3G network shutdowns by Optus and Telstra)

  • If an existing customer uses a mobile phone on the providers network, the telco must use best endeavours to promptly identify if that phone is no longer configured to be able to access Triple Zero. 
  • For example, after 2 November 2024, industry testing may identify a mobile phone model that can no longer access Triple Zero.   
  • If the telco becomes aware that the phone is affected, the telco must:
    • Notify the customer within 5 business days of identifying that phone to advise that their  phone is not configured to access Triple Zero and that all services to that phone will stop between 28 and 35 days from the date of that notification. 
    • Send a further 2 separate notifications advising them of the above.
    • Stop supplying a carriage service to that phone between 28 and 35 days from the date of the first notification. 
    • These arrangements allow affected customers sufficient time to replace their mobile phone.

For new customers: 

  • If a new customer uses a mobile phone to request the supply of a carriage service on a telco’s network, the telco must identify whether that mobile phone is configured to be able to access Triple Zero both on its own network and via emergency ‘camp-on’ to another network if their own network is not available. 
  • If the telco identifies the phone is affected, it must notify the customer, and must not supply a carriage service to that affected phone. 

Q: What type of information and assistance do telcos need to provide to their customers?

A: If a telco has identified an affected mobile phone, it must offer the customer appropriate information about low-cost or no-cost mobile phones that can access Triple Zero. Telcos must also update their payment assistance policy to include at least one method by which financial hardship customers can receive assistance to obtain low or no-cost mobile phones that can access Triple Zero.   

Q: Do telcos need to provide an alternative mobile phone to the customer? 

A: No. The rules require the CSP to provide the end-user with information about alternative mobile phones that are available, including low-cost or no-cost phones that can access 000. This does not require a CSP to supply the alternative low-cost or no-cost mobile phone, although they are not prohibited from doing so. However, at a minimum, the CSP is required to provide the end-user with appropriate information about low- or no-cost mobile phones that can access the emergency call service. This may involve advising the end-user about retailers that can provide those alternative phones.

Q: If a carriage service provider does not sell mobile phones, do these provisions still apply?

A: Yes. Even if a carriage service provider does not sell mobile phones, they still must provide the end-user with information about alternative low- or no-cost mobile phones available. This may involve advising the customer about retailers that can provide those alternative phones.

More information: 

FAQs for consumers

There are new rules that apply to telecommunications companies to help manage the closure of Australia’s 3G mobile networks and make sure that all mobile phones operating on mobile networks are able to call Triple Zero (000). 

Q: Why are the 3G networks closing?

A: Telecommunications companies have decided to close 3G networks to boost the speed and reliability of 4G and 5G networks. 

Q: What are the new rules?

A: Under the new rules, telcos have to:

  • Identify mobile phones unable to access the emergency call service (Triple Zero).
  • Notify customers with mobile phones unable to access the emergency call service
  • Not supply carriage services to mobile phones that cannot access the emergency call service.   
  • Give information and assistance to customers to access alternative low-cost or no-cost mobile phones.
  • Update payment assistance policies to set out arrangements for financial hardship customers to receive assistance to obtain a low cost or no-cost mobile phone.

Q: Which mobile phones will be affected? 

A: Closing the 3G network will affect:

  • 3G phones – these will no longer operate at all
  • 4G phones that use the 3G network to make all emergency calls (known as circuit switched fall back)
  • 4G phones that use 3G to make all voice calls including emergency calls (and cannot use 4G VoLTE calling required to make voice calls on 4G networks).

Q: Why has my device been blocked from receiving voice calls, internet, messages and data?

A: Under the new rules, mobile phones that cannot make emergency calls once the remaining Optus and Telstra 3G networks are shutdown are not allowed to operate on 4G and 5G mobile networks.

Existing phones will be blocked by mobile carriers between Monday 28 October and Friday 1 November.

Q: Will I be compensated for replacing my mobile phone? 

A: The rules contain requirements for telecommunications companies to help customers whose phones they have identified as being affected. They must provide information on low- or no-cost alternative mobile handsets, and must update their payment assistance policy to include at least one method by which financial hardship customers can receive assistance to obtain low or no-cost mobile phones that can access Triple Zero. 

Q: Who do I contact for assistance?

A: Contact the telecommunications company that provides your mobile phone service if your mobile is no longer working. They will be able to provide advice and information about how to get a new phone if that is necessary.

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