Thursday, 28 November 2019 13:06

New rules for telcos to meet emergency call services obligations Featured


Telcos are required to do a welfare check on people who have tried to call during a large network outage of telecommunications systems, under newly legislated rules for emergency call services in Australia.

The new new rules have been developed by the Australian Communications and Media Authority (ACMA) for telcos regulated under the Telecommunications (Emergency Call Services) Determination 2019 (ECSD 2019).

Publication of the new rules follows an investigation the ACMA conducted into the 2018 Triple Zero outage, where 1,433 emergency calls failed because of fire and network software problems.

Under the ECSD 2019, providers must:

  • maintain emergency call networks and facilities
  • tell ECPs and other providers that rely on them for access if there is a large network outage
  • do a welfare check on people who have tried to call during a large network outage
  • monitor disruptive and non-genuine calls and work out a process to stop these
    put together a communications process for when disruptions happen

To view the ECSD 2019 go to the Federal Register of Legislation.


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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).



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