4 December 2025

Welcome to the December edition of Consumer connect. This month we’re focusing on emergency call services, including what you need to know about Triple Zero (000), recent Optus outages, and important updates for Samsung phone users.

What is Triple Zero?

For many decades, Triple Zero (000) has been Australia’s main emergency number to call for assistance in life-threatening or time-critical emergency situations. There are also two other emergency numbers operating throughout Australia:

• 112 (international emergency number for mobiles)
• 106 (text-based service for people who are deaf or have speech/hearing impairments).

In 2024–2025, 11.8 million calls were answered by the Emergency Call Person service, which then transfers the calls to the requested emergency service organisation.

Who is responsible for delivering Triple Zero services in Australia?

The Triple Zero service is delivered by the Australian Government, state and territory governments and the telecommunications industry.

The Australian Government sets the rules and policies for Triple Zero, making sure there are clear requirements for the companies that run the service, including Telstra in its contracted role as the Emergency Call Person.

Recently, the Australian Government has introduced a range of new rules to help keep you informed of outages and further secure the Triple Zero service.

All telco providers have a legal responsibility to make sure your call gets through. They must give emergency calls the highest priority on their networks and keep systems running reliably.

How does a Triple Zero call work?

When you dial Triple Zero your call is connected to the Emergency Call Person. The Emergency Call Person then passes the call to the state or territory authority that runs emergency services (police, fire and ambulance), who then make sure help gets to you as quickly as possible.

If the mobile network for your telco provider is down or you are outside its coverage, your phone will usually show ‘SOS’ or ‘Emergency calls only’ on the screen where your provider’s name would usually be displayed. Your phone will then try to connect to another network in the area – this is called ‘camp-on’. There may be a short delay in connecting calls while your phone seeks out another working network.

It is important for consumers to know what steps to take if they can’t connect on their phone. You could try another phone which may be on a different network or better equipped to camp-on. You could call a friend or relative to assist in calling if they are in an area with better coverage. You can also use a handset that is plugged into your NBN modem which allows you to call over a landline rather than a mobile network.

If there’s no coverage on any mobile network, it is not possible to make voice calls, including Triple Zero calls.

What must telcos do and what is ACMA’s role?

Telcos must make sure emergency calls are delivered reliably and as a priority. They have strict rules to make sure emergency calls work when you need them most. Here’s what they must do:

• Keep Triple Zero calls working – telcos must maintain their networks, including during changes to those networks, to facilitate delivery of triple zero calls.

• Protect emergency calls from problems – including blocking cyber-attacks and fake calls.

• Quickly notify relevant state and territory emergency services, the ACMA, the Commonwealth Triple Zero Custodian and the public during major outages.

• Provide 24/7 contact points for emergency services.

The ACMA works to make sure telcos follow these rules. Here’s what the ACMA does:

• Enforces the rules – the ACMA maintains the laws and standards for emergency call services, including the Emergency Call Service Determination. 

• Monitors telco compliance through audits and investigations.

• Investigates outages and breaches like the recent Optus outages.

• Takes enforcement action for non-compliance, including setting financial penalties and requiring system improvements.

• Promotes public awareness – helping consumers understand their rights and what to do if they can’t connect to Triple Zero.

If you have a problem with your telco service, you should go to them first with your complaint. We have developed a step-by-step guide on how to complain, what your telco must do and in what timeframes.

If you have complained to your telco and you are dissatisfied with their actions, you can take your complaint to the Telecommunications Industry Ombudsman (TIO).

The TIO is a free, independent dispute resolution body that helps consumers and small businesses resolve complaints about their telephone and internet services.

Recent Optus outages

The ACMA is investigating recent Optus outages that impacted Triple Zero calls. We’re assessing compliance with emergency call service rules and outage notification requirements. We will publish our findings when the investigation is completed. There are steep penalties for telcos that don’t keep networks operating to deliver Triple Zero calls.

Important update: Samsung mobile phones

Some older Samsung phones may have issues making Triple Zero calls in certain circumstances. Telstra, Optus, TPG Telecom and Samsung are working on fixing the problem. If you’re unsure whether your device is affected, check with your provider. Your safety comes first and the ACMA is closely monitoring telco actions to resolve this issue.

If you own an older Samsung phone or are unsure if your device is affected, please check with your provider.

• Telstra provider information.

• Optus provider information.

• TPG provider information.

BetStop – helping people with their gambling decisions

Did you know that the ACMA is also responsible for BetStop – the National Self-Exclusion Register™.

The ACMA manages the Register, which lets anyone block themselves from all Australian licensed online and phone wagering services in one simple step. Registration takes just 5 minutes at www.betstop.gov.au/.

We recently reached a new milestone, with more than 50,000 Australians having signed up to self-exclude since the program launched in August 2023.  

If you or someone you know needs help, call the national gambling helpline on 1800 858 858, or visit Gambling Help Online.

acma.gov.au