The nation’s telecommunications sector is under intense scrutiny following the revelation by TPG Telecom that a person died after a Samsung device, running outdated software, failed to connect to Triple Zero emergency services. The incident, which occurred on November 13 and was reported by NSW Ambulance on November 17, involved a Sydney-based customer attempting to contact emergency services on behalf of a relative who later passed away.
According to TPG, preliminary investigations have attributed the failed emergency call to the customer’s Samsung handset, which was running outdated software incompatible with Triple Zero access on TPG’s network. The company confirmed that no network outages were present at the time of the incident.
In response, TPG’s chief executive Inaki Berroeta urged customers with outdated software to update or replace their devices immediately, emphasizing that “customer safety remains our highest priority.” He expressed condolences to the affected family, highlighting the tragic nature of the incident.
Government and Regulatory Response
The tragic event has prompted an immediate response from government agencies and regulators. Communications Minister Anika Wells announced a probe into the incident, stating, “This is a tragic situation that will be investigated.” The Australian Communications and Media Authority (ACMA) is also gathering information to determine if there has been any non-compliance with Triple Zero rules.
Senator Sarah Hanson-Young, chair of the ongoing Senate inquiry into previous Triple Zero outages, criticized the reliability of emergency services delivery in Australia. “Australians clearly can’t trust the big telcos to safely deliver the Triple Zero service,” she remarked, underscoring the urgency for government intervention.
Historical Context and Ongoing Challenges
This incident comes on the heels of a major Optus outage in September, where more than 600 calls to Triple Zero failed to connect, resulting in three deaths. The Optus outage, which lasted over 90 minutes, led to a federal government inquiry and expedited legislation to enhance emergency calling service oversight.
Historically, the reliability of Triple Zero services has been a recurring issue. In November 2023, Optus faced another major failure when more than 2000 emergency calls failed during a 12-hour national network outage, leading to a $12 million fine from ACMA.
The recent issues have eroded public confidence in Australia’s emergency services infrastructure, prompting calls for increased accountability from both telecommunications providers and device manufacturers.
Technical and Regulatory Challenges
Recent disclosures by ACMA revealed that certain older Samsung mobile phones, released between 2015 and 2017, could not automatically switch to alternative networks for Triple Zero calls. Testing identified 71 affected Samsung models, with 11 requiring replacement and 60 needing software updates.
The root of the problem lies in legacy firmware configurations that attempt to route emergency calls through Vodafone’s now-defunct 3G network. When Telstra and Optus networks are unavailable, these devices fail to switch to TPG’s 4G network as a backup.
TPG has identified additional Samsung devices requiring updates and has been actively blocking non-compliant devices from its network. The company has communicated with customers to update their devices, adhering to new regulations that mandate disconnection of non-compliant phones within 28 to 35 days of notification.
Future Implications and Legislative Measures
The government has recently passed legislation establishing a new Triple Zero Custodian with compliance powers to ensure emergency services remain accessible. This custodian can impose fines of up to $30 million for breaches of Triple Zero rules, a significant increase from previous penalties.
Additionally, telcos are now required to maintain public registers of Triple Zero outages, though concerns have been raised about the technical and financial challenges of real-time reporting. TPG has warned that implementing such systems would require substantial changes and costs.
Opposition communications spokeswoman Melissa McIntosh has called for urgent action, emphasizing the need for direct customer outreach to ensure software updates on affected devices. She criticized the government’s proposal for telcos to manage their own outage databases as lacking transparency.
The ongoing Senate inquiry into emergency service outages will continue to scrutinize these issues, with another hearing scheduled for December. As the investigation unfolds, the pressure mounts on telcos and device manufacturers to ensure the reliability of critical emergency services in Australia.
