ACMA alleges that TPG Internet breached the Telecommunications (Emergency Call Service) Determination Act (2009) by failing to give certain customers and other end-users access to the Triple Zero emergency call service. The failures to give access are alleged to have occurred over a period of approximately six months between March 2011 and September 2011.
“All Australians need to be assured that their telecommunications provider attaches the utmost priority to Triple Zero access,” said ACMA Chairman, Chris Chapman. “We take any issues with access to the Triple Zero service very seriously.”
The Act imposes requirements on carriage service providers (CSPs) in relation to emergency call services, including requirements about giving customers and other end-users access to the Triple Zero emergency call service. The Triple Zero emergency call service is an operator-assisted telephone service that has been established in order to connect callers to an emergency service organisation—police, fire or ambulance—in a life-threatening or time critical situation.
Section 19 of the Act requires CSPs to ensure that their “controlled networks and controlled facilities” give end users access to emergency call services unless that is not technically feasible. Section 13 requires a CSP that supplies a standard telephone service to give an end-user access to the emergency call service if the end user makes a call on the standard telephone service using the emergency service number 000.