Sydney-Telstra, Australia’s largest telecommunications provider, has been fined 3 million Australian dollars ($1.9 million) by the Australian Communications and Media Authority (ACMA) for failing to comply with emergency call protocols during a March 1 outage of the country’s Triple Zero (000) emergency network.
Details of the Incident
During the 90-minute outage, Telstra's Triple Zero call centre faced operational challenges, resulting in:
127 emergency calls failing to connect to the relevant emergency services due to outdated backup phone data.
346 emergency calls being transferred successfully but without essential digital location information, critical for swift emergency responses.
Telstra, as the national operator of the Triple Zero service, is legally required to ensure seamless handling and transfer of emergency calls.
ACMA’s Statement
ACMA member Samantha Yorke criticized Telstra’s failure, stating:
"As the emergency call provider, Telstra is at the centre of this critical public safety service. Its systems and contingency plans failed people in real need."
She acknowledged Telstra's apology and efforts to improve its contingency measures to avoid future disruptions.
Broader Context
This fine follows a 12 million AUD ($7.6 million) penalty imposed on Telstra’s competitor Optus in November 2023, when thousands of customers were unable to reach Triple Zero during a significant outage.
These incidents highlight ongoing vulnerabilities in Australia’s telecommunications infrastructure and its impact on public safety.
Future Measures
Telstra has pledged to implement robust safeguards to prevent a recurrence, emphasizing its commitment to public safety and maintaining trust in its role as the national emergency call provider.