When we pick up the phone to dial Triple Zero (000), we expect help to be on the other end—no matter the hour. It’s a system we trust with our lives.
But a recent government investigation has uncovered a serious lapse that’s left many asking questions.
A delayed alert raises concerns
In the early hours of 15 August, TPG’s mobile network suffered a major outage.
The disruption affected most of its 4G customers, leaving many unable to make voice calls—including emergency calls.
The outage began at 12:40am and lasted until 2:00am. But the bigger issue was what happened after the system went down.
TPG became aware of the failure at 1:22am. However, it did not notify Telstra—the provider responsible for redirecting emergency calls during such outages—until 9:07am.
That’s nearly eight hours before Telstra was even informed of the problem.
Why does this matter?
When a phone can’t connect to its own network, it should automatically try another available one, such as Telstra, to reach emergency services.
But for this to happen reliably, other networks need to be aware that a disruption is occurring.
Rules set by the Australian Communications and Media Authority (ACMA) state that telecommunications providers must notify Telstra ‘as soon as practicable’ when there’s a disruption affecting Triple Zero services.
In this case, TPG failed to meet that standard.
The outcome and official response
Fortunately, most Triple Zero calls during the outage were still successfully made, as mobile phones connected to other networks.
ACMA’s investigation found no customer harm had occurred as a result of the delay.
However, the event has triggered serious concerns about how prepared providers are to handle emergencies.
ACMA authority member Samantha Yorke issued a stern warning: ‘It’s crucial that all telcos have their systems and processes in place to ensure any network outages impacting Triple Zero are identified and addressed as soon as possible. They must also take timely action to alert other key stakeholders in the Triple Zero ecosystem where a problem is being experienced.’
‘They must also take timely action to alert other key stakeholders in the Triple Zero ecosystem where a problem is being experienced.’
In response, TPG acknowledged the failure and said it stemmed from human error. The company stated that relevant staff have now undergone further training.
A spokesperson added: ‘TPG Telecom takes its regulatory responsibilities seriously and has implemented improved processes and training to prevent this happening again.’
The bigger picture: Industry under scrutiny
The ACMA has issued a formal warning to TPG. It also indicated that tighter enforcement around emergency call compliance will follow.
This news may come as a relief to many Australians, particularly those who rely heavily on mobile phones as their main line of communication during emergencies.
As we increasingly depend on technology, there is growing pressure on service providers to respond promptly and ensure backup systems are robust.
Your turn: How confident are you in your telco’s response?
Have you ever experienced a mobile outage that left you unable to make a call—emergency or otherwise? Do you trust that your provider would act quickly and appropriately in a real crisis?
We’d love to hear your thoughts and experiences in the comments below. Your insights might help others stay safe, informed, and better prepared.
Also read: Calls to make ‘timely’ Telstra service upgrades mandatory after two-week mobile disruption
