When you pick up the phone in an emergency, you expect help to be just a call away. But what happens when the very system designed to save lives falters?
Access to reliable emergency services is fundamental to public safety and well-being. A recent incident has highlighted vulnerabilities within this critical infrastructure, raising concerns about its dependability during urgent situations.
That’s the question many Australians are asking after Telstra, the nation’s largest telco, was slapped with a fine and ordered to overhaul its emergency call processes following a significant service disruption.
What went wrong?
An investigation by the Australian Communications and Media Authority (ACMA) revealed that Telstra’s 106 emergency call service—a lifeline for people with hearing or speech impairments—was unavailable for nearly 13 hours between July 5 and July 6 last year.
Thankfully, no one tried to use the 106 number during the outage, but the potential consequences were dire.
Samantha Yorke, ACMA’s consumer lead, didn’t mince words: ‘This mistake could have contributed to very serious harm if someone who relies on this service had needed emergency assistance but was unable to get through.’
It’s a sobering reminder of just how critical these services are, especially for vulnerable Australians.
Why does the 106 service matter?
For many of us, dialling triple zero (000) is second nature in a crisis. But for Australians who are deaf, hard of hearing, or have a speech impairment, the 106 text-based relay service is a vital alternative.
It allows them to communicate with emergency services via a textphone (teletypewriter or TTY) device, ensuring they’re not left behind in a moment of need.
What’s being done about it?
Telstra has accepted full responsibility for the outage, copping an $18,780 penalty. But the consequences don’t stop there.
The telco has agreed to bring in an independent reviewer to scrutinise its operational arrangements and change management processes for the 106 service.
Any recommendations from this review must be implemented, and Telstra will also roll out new staff training and provide regular progress reports to ACMA.
A Telstra spokesperson acknowledged the gravity of the situation: ‘We fully accept the findings of the ACMA and have committed to an independent review of our change management processes and operational arrangements to ensure such a mistake doesn’t happen again.’
A pattern of problems?
This isn’t the first time Telstra has found itself in hot water over emergency call failures. In March last year, the company was fined more than $3 million after a technical glitch prevented triple-zero calls from being forwarded to emergency services.
That incident saw 473 breaches of emergency call rules in just 90 minutes—a stark reminder that even short disruptions can have widespread impacts.
What does this mean for you?
While it’s reassuring that no one was harmed during the most recent outage, these incidents highlight the importance of robust, reliable emergency call systems.
For older Australians, especially those living alone or with health concerns, knowing that help is always accessible is non-negotiable.
If you or someone you know relies on the 106 service, it’s worth double-checking your emergency plans.
Make sure you know alternative ways to reach help, such as using the National Relay Service (NRS) app or having a trusted neighbour or family member on speed dial.
What can you do if you’re concerned?
- Stay informed: Keep up to date with any announcements from your telco about service changes or outages.
- Have a backup plan: If you use the 106 service, consider registering with the NRS and familiarising yourself with their app or web-based services.
- Check your devices: Ensure your TTY or other communication devices are in good working order.
- Reach out: If you have concerns about your access to emergency services, contact your telco or the NRS for advice.
Your say matters
Have you ever experienced issues reaching emergency services? Do you rely on the 106 service, or know someone who does? We’d love to hear your thoughts and experiences—share your story in the comments below. Your feedback could help others in our community stay safe and prepared.
In a world where technology is both a blessing and a potential weak link, it’s more important than ever to stay vigilant and informed. After all, when it comes to emergencies, every second—and every call—counts.
Also read: Telstra launches Australia’s first direct-to-satellite text messaging service
While I understand the dire consequences this outage may have sparked, we have to remember no system comes free of problems. Humans are not perfect and any system designed and implemented by humans comes with the same problem. Be thankful nothing tragic happened at this time