As confirmed by Optus, its network outage has affected calls to the Triple Zero (000) service. Optus provides current advice on the outage on its website.
The Telecommunications (Emergency Call Service) Determination 2019 (the Determination), which is enforced by the Australian Communications and Media Authority (ACMA), requires telecommunications carriers to ensure that emergency calls are successfully carried from each telecommunications provider to the Emergency Call Person (Telstra).
This includes calls to Triple Zero, 112, and to 106, the text-based National Relay Service for people who have a hearing or speech impairment.
Under an associated registered Code, telcos are encouraged to make information available to the community on the status of their networks in instances where their networks have been seriously disrupted and there is a direct impact on the emergency call service.
The ACMA’s main focus at this time is to work with Optus and the Emergency Call Person—Telstra—to understand issues affecting callers and ensure accurate and timely information is being provided by Optus to affected Australians.
Once its network is restored, telcos are required to conduct welfare checks on people who have tried calling Triple Zero during a large network outage if they were unable to connect to Triple Zero.
The ACMA is monitoring this situation to ensure appropriate protections have been provided to the Australian community and that Optus is complying with its regulatory obligations.