TPG Telecom has confirmed that a second death may be associated with a customer’s inability to reach emergency services via Triple Zero (000). This revelation emerged as telecommunications executives appeared before a Senate hearing in Canberra, facing questions about the reliability of emergency call services.
TPG Telecom’s chief executive, Iñaki Berroeta, disclosed details of another incident involving a Samsung mobile phone that failed to connect to Triple Zero. This incident occurred on September 24 in Wentworth Falls, located in New South Wales’ Blue Mountains. The company was informed of the issue by Telstra earlier this week.
“What we know … is … the customer was calling Triple Zero on that device, it did not work, the device was not compatible with the 4G calling emergency service,” Berroeta stated. “And then five minutes later, that device was able to reach emergency services through an alternative means.”
Previous Incidents and Ongoing Concerns
This development follows the death of another TPG customer in Sydney last November. In that case, outdated software on a Samsung phone prevented the user from making a Triple Zero call. TPG, which operates the Vodafone brand and internet providers such as TPG and iiNet, confirmed that early investigations pointed to software incompatibility as the cause.
During the Senate hearing, Berroeta explained that TPG had identified tens of thousands of mobile phones requiring software updates to make emergency calls, which now necessitate 4G technology. He emphasized that the updates are automatic but require customer acceptance.
“We don’t blame the end user at all here,” Berroeta assured the Senate committee.
Efforts to Address the Issue
TPG has proactively reached out to customers whose devices need updates via text, email, and phone calls. The company confirmed that this outreach included customers potentially affected by the incidents in September and November. Additionally, TPG has warned that phones unable to connect to Triple Zero will be blocked if no action is taken. Thousands of older models have already been blocked.
In a related development, the ABC reported in October that Telstra’s mobile phone testing identified over 70 Samsung models unable to call Triple Zero on the Vodafone network when Telstra and Optus networks were unavailable.
Industry and Government Reactions
During the Senate hearing, Greens senator Sarah Hanson-Young challenged TPG’s approach, suggesting that the company should provide new phones to affected customers. “You’re a big company, you make massive profits, making sure your customers have access to have a phone that can call Triple Zero should be a priority,” she stated.
“It is a priority for us,” Berroeta replied, noting that approximately 500 customers had accepted offers to replace their phones.
Executives from other major telecommunications companies, including Nokia, Ericsson, Telstra, and Samsung, as well as consumer advocacy groups, are also expected to face questions during the hearings in Canberra.
Broader Implications and Next Steps
The issues surrounding Triple Zero call failures highlight the critical importance of reliable emergency services technology. As mobile networks transition to 4G and beyond, ensuring compatibility and accessibility becomes paramount. The Australian government and telecommunications providers face increasing pressure to address these challenges to prevent further tragedies.
Looking ahead, the Senate hearings may prompt regulatory changes or industry-wide initiatives to enhance emergency call systems. The outcomes of these discussions could set precedents for how telecommunications companies handle software updates and device compatibility in the future.
As the hearings continue, stakeholders and the public alike will be watching closely for developments and solutions to ensure that all Australians can reliably access emergency services when needed.
