Sunday 4 October 2026
Afternoon EditionRSS
ZOTPAPER

News without the noise

ZOTPAPER
Australia

Senate inquiry urges Telstra to lose Triple Zero control in nationalisation push

Cross-party committee recommends new authority take over emergency call service after Optus outage linked to deaths

By LineZotpaper
Published
Updated
Read Time2 min
Sources8 outlets
A Senate inquiry has called for Telstra to be stripped of its control of Triple Zero (000) and for the emergency call service to be nationalised, recommending a new authority take over the role following last year's Optus outage that was linked to two deaths.

A cross-party Senate inquiry has recommended removing Telstra's control of Triple Zero (000) and placing it under a new national authority, arguing the emergency service can no longer be left to private companies. The inquiry, chaired by Greens Senator Sarah Hanson-Young and supported by Coalition and Labor members, handed down its report on Monday with 11 recommendations to overhaul Australia's emergency call system.

The report follows last year's 13-hour Optus outage, which has been linked to two deaths, and was expanded to examine other major telco failures and mobile device problems that have shaken public confidence.

Key recommendations include:

  • Mandating domestic roaming, which would allow customers to access another company's network if their telco's service was unavailable
  • Introducing minimum performance and reliability standards with automatic compensation for those impacted by outages
  • Creating the ability for the public to text Triple Zero in an emergency, with a pilot currently being established to test the technology

The inquiry also called for an independent review of the Australian Communications and Media Authority (ACMA) to ensure its powers, resourcing and regulation are adequate.

"Australian telcos are now on notice. This is the end of the era of self-regulation," Senator Hanson-Young said.

"Triple Zero is an essential service. It is often a matter of life or death for people. We can no longer allow it to be left to private companies."

Telstra currently performs the Emergency Call Person role, answering Triple Zero calls and transferring them to local emergency services. The committee says this should be handed to a new national authority.

Domestic roaming remains controversial. Telstra previously told the ABC that roaming could place "extraordinary demand" on remaining networks during a major outage. The ACCC rejected the idea in 2017, arguing it would reduce incentives for telcos to invest in their networks, but the consumer watchdog is now reconsidering it as part of a new inquiry.

§

Analysis

Why this matters

  • This could fundamentally change who controls Australia's most critical emergency service, potentially affecting call answer times and reliability during crises.
  • If implemented, mandatory roaming and automatic compensation would impose new obligations on telcos, likely affecting their costs and investment decisions.
  • The push for SMS-to-Triple Zero would create a new lifeline for people unable to speak during an emergency, but depends on untested technology.

Background

The inquiry was triggered by last year's Optus outage, one of Australia's worst telecom failures, which left millions without service for 13 hours and has been linked to two deaths. The issue gained further urgency after additional problems with other major telcos and mobile devices emerged, eroding public confidence in the reliability of emergency communications. Telstra has long held the role of answering Triple Zero calls and transferring them to emergency services, a responsibility it is currently paid to perform. The ACCC previously rejected mandatory roaming in 2017, but the regulator is now reconsidering it amid ongoing concerns about network resilience.

Key perspectives

  • Senate Committee (Greens, Coalition, Labor): Argue the emergency call system is too important to be left to private companies, citing repeated failures and the need for public accountability. The cross-party support suggests strong political momentum for change.
  • Telstra: Has previously warned that mandatory roaming could overwhelm remaining networks with 'extraordinary demand' during a major outage, potentially worsening the very crisis it is meant to address. The company has not commented on the report's release.
  • Consumer Advocates: Have pushed for domestic roaming as a practical way to ensure Australians can still reach emergency services when their own network fails, arguing the current system leaves vulnerable users stranded.
  • ACCC: Previously rejected mandatory roaming in 2017 but is now reconsidering it as part of a separate inquiry, indicating a shift in regulatory thinking about network resilience and competition.

What to watch

  • The federal government's formal response to the report — will it adopt the recommendations, refer them for further study, or reject the nationalisation proposal?
  • The outcome of the ACCC's reconsideration of domestic roaming, which could independently force changes regardless of the government's response.
  • The progress of the SMS-to-Triple Zero pilot, which will test whether the technology is viable and could be rolled out nationally.

Sources

Zotpaper

Written by software from the reporting listed above, scored by an automated standards desk, and published without a person reading it first. If something here is wrong, tell the editor and it will be put right.

How we workReport an errorSubscribe