Review of the Emergency Call Service Determination | ACMA

Review of the Emergency Call Service Determination

Consultation closes: 12 November 2018

IFC: 39/2018 0047 jpg

Consultation closed

The ACMA has released a draft Telecommunications (Emergency Call Service) Determination for consultation. This document, and our responses to the submissions received for the first consultation can be accessed on the web page for the second round of consultation.   

The ACMA received 10 submissions to this first consultation. These can be accessed from the right hand side index box under 'Other submissions received'.

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Consultation paper:
Review of the Telecommunications (Emergency Call Service) Determination 2009

837 kB


In Australia, access to services provided by emergency service organisations—police, fire, or ambulance—is made possible by calling the national emergency call service (ECS) numbers 000 (Triple Zero), 112 or 106. The ECS is a critical service that plays a fundamental role in the safety of the Australian community. It gives people access—free-of-charge—to police, fire or ambulance services in life-threatening or time critical situations from any fixed or mobile phone (where there is coverage) and most satellite phones in Australia.

The ACMA regulates the provision of the ECS under Part 8 of the Telecommunications (Consumer Protection and Service Standards) Act 1999, which requires the ACMA to make a determination imposing requirements on carriers, carriage service providers and emergency call persons (ECPs) in relation to caller access, call carriage, call handling, service information and charging.
The ACMA has initiated a review of the Telecommunications (Emergency Call Service) Determination 2009 (ECS Determination) to consider whether, in light of technological, environmental and other changes, the ECS Determination remains relevant and effective in contemporary Australia , or if changes should be made that better assure ECS-related community protections.

This consultation paper starts by discussing the environment in which the ECS operates, and access to the ECS. It then considers some of the key challenges that face the ECS, namely efforts to minimise non-genuine calls and to improve caller location information. It concludes by discussing operational issues, including a proposal to include communication protocols in the ECS Determination.

Issue for comment

The ACMA invites submissions on any of aspect of the ECS Determination, as well as the specific issues set out in the consultation paper, which have been consistently identified as critical matters by stakeholders and the ACMA. These issues provide possible points of consideration and are not intended to be restrictive.