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When 000 doesn’t answer, who will? Senate launches investigation on telcos

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When 000 doesn’t answer, who will? Senate launches investigation on telcos

  • Maan
  • By Maan
1761615214901.png When 000 doesn’t answer, who will? Senate launches investigation on telcos
What happens when lifelines suddenly go dark? Image source: Pexels/MART PRODUCTION | Disclaimer: This is a stock image used for illustrative purposes only and does not depict the actual person, item, or event described.

Australians may soon know instantly when their lifeline goes dark.


The Albanese government is ramping up pressure on major telcos after a deadly outage left Triple Zero callers without help.


Now, new rules could force Optus and Telstra to reveal network failures in real time.




Communications Minister Anika Wells has directed the Australian Communications and Media Authority (ACMA) to tighten transparency rules following September’s fatal Optus outage.


In a formal letter, Wells informed ACMA that she intends to use her legal powers to mandate a public register of telecommunication network outages.


The register would display real-time data whenever a service failure affects emergency calls.




‘A public register of network outages will increase transparency and accountability around outages and related impacts on access to Triple Zero.’

Communications Minister Anika Wells







While ACMA and the telcos will still need to determine the exact technical details, the minister’s directive signals a firm shift toward greater public visibility over network reliability.


The announcement comes as political pressure intensifies, with both the Greens and the Coalition joining forces to establish a Senate inquiry into the September Optus outage.


The failure cut off Triple Zero access across parts of Western Australia, South Australia and New South Wales, and was linked to three deaths.


Greens senator for South Australia Sarah Hanson-Young said the inquiry would closely examine the causes of the outage and its chaotic aftermath.


‘Triple-0 is an essential service and the Government must ensure that when Australians need to call for help, someone answers,’ Hanson-Young said.




Liberal senator Sarah Henderson echoed calls for accountability, saying the inquiry must uncover the full truth behind the breakdown.


‘After misleading Australians about when her office first knew about the outage, Labor’s hapless Minister for Communications Anika Wells must also appear before the inquiry. It is incumbent on the minister to do the right thing in the national interest and give evidence,’ Henderson said.


She added, ‘The role of the minister in safeguarding the integrity, resilience and public confidence in the triple-0 system is central to our inquiry.


‘The government’s inquiry by its own regulator, the Australian Communications and Media Authority, is woefully inadequate and riddled with conflicts of interest. At the behest of the minister, ACMA delayed tougher emergency call service rules on carriers by six months and this has had serious consequences.


‘The Australian people deserve much better than this.’



What This Means For You


The Albanese government is taking strong action to ensure Australians are never left in the dark again, with new rules set to make telcos publish real-time outage data. The ACMA will manage a public register designed to bring more transparency to how networks perform—especially when lives are at stake.


A Senate inquiry is also digging into the September Optus outage that claimed several lives, as both major parties push for tougher accountability measures across the Triple Zero system. For everyday Australians, it’s a reminder that when emergencies strike, reliable communication isn’t just convenient—it’s lifesaving.




The push for greater transparency in telco outages isn’t just about accountability—it’s about the real-world consequences when vital systems fail.


The September Optus disaster was a sobering reminder of what happens when communication lines go down and help can’t be reached.


For a closer look at the impact of that incident and how it unfolded, here’s another story worth reading.


Read more: When phone networks fail: The deadly cost of Optus’s latest crisis


As political and public scrutiny mounts, one question remains—will real-time transparency be enough to restore trust in Australia’s emergency call system?

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rotsa ruck, kid!
 
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Reactions: Gus
I always understood that if your Telco had an outage and you dialled 000 then it would be picked up by another telco in your area. It is obvious that Optus is not the only Telco servicing WA, SA and part of NSW so why has there been an unannounced change to the 000 service????
 
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It’s amazing how fast they can implement a law when its suits them but it takes over 12 months to implement the “CASH” law which only forces the corporate supermarkets to accept cash and no other businesses.
 
If caah is still legal, then you have every right to demand that the retailer accepts it, and they cannot refuse iti
If they have a sign out which states that they will not take your cash, then YOU have every right to (1) ask why and (B) let them know that you won't be dealing there ever again. Plus, you can indicate that your family and neighbours won't, either.
If you've already selected goods and are at the checkout when they inform you of the situation, simply say, "Sorry, didn't see the sign", leave the goods at the checkout and waltz out.
It's worth it to see the momentary confusion on their faces.
 
000 is a special number which can only be used in an emergency. Instead of making 000 an Australia wide all suppliers, all communications systems availability, it appears to be leased. If I need an emergency ambulance, I do not either want or need access to a public database which tells me why the system isn't working. Especially if, like most government overkill it will take me 20 minutes of continuous SMS messages and passwords to get into it. Most people who need urgent and immediate help need help not government paperwork.
Get your act together and force every Telco in Australia to connect to a UNIVERSAL EMERGENCY SCHEME so that an operator in Hobart can pick up a call from NE Qld and send it IMMEDIATELY to the local service.

This what we need, not trashy databases filled in 3 days later.
 
I always understood that if your Telco had an outage and you dialled 000 then it would be picked up by another telco in your area. It is obvious that Optus is not the only Telco servicing WA, SA and part of NSW so why has there been an unannounced change to the 000 service????
When we had a combination of copper Landlines and mobiles, it was always the case that when one Telco was down, it automatically switched to another Telco, especially with emergency calls "000." I even recall that when Optus was down (as I was previously with Optus), my mobile would register the available Telcos to switch to, this was before NBN.
If I were to take a guess, it would appear that it was an oversight with the Minister of Communications when NBN was introduced, and Cooper Landlines were disconnected.
They were caught up in the hysteria of the introduction of new Technology, Telecommunications via Computers, etc, etc,... Food for thought... they forgot about an essential service that was in place before NBN.
 
I seem to remember when we first had mobile phones, if you were out of range of supplier your screen would show 244 emergency calls only.
 
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