"[A total of] 1433 calls went unanswered during Telstra’s outage in May. It is not acceptable that Australians in their time of need were unable to reach emergency assistance,” ACCAN chief executive Teresa Corbin said in a statement.
“Being the contracted government supplier for the nation’s emergency lines means that the community holds Telstra to an understandably high standard.”
The investigation, by the Australian Communications and Media Authority, found that Telstra was in breach of a rule that requires it to ensure that triple-zero calls go to the emergency call service operator.
Later the same month, the Vocus network was hacked and a large volume of calls were directed to triple zero from that company's network on 26 May.
Reacting to the ACMA report, Communications Minister Mitch Fifield said: “The government takes the safety of Australians seriously and the triple zero service is vital in keeping our community safe.
“This was the first serious disruption to the triple zero service in more than 50 years. With the measures the government is putting in place, Australians can feel confident the service will have greater safeguards in times of need.”
The ACCAN statement expressed the hope that the court enforceable undertakings agreed on by the ACMA and Telstra would "improve reliability for emergency services calls should the network experience issues such as those seen in May".
It said the organisation was looking forward to the ACMA’s review of the rules governing the emergency call service.
"ACCAN would like to see the triple zero emergency call service be modernised to reflect the channels people use to communicate, which is much broader than just calls," the statement added.