12Receiving emergency calls

12 Receiving emergency calls

(1) The emergency call person for 000 and 112, and the emergency call person for 106, must ensure that each emergency call received by the emergency call person is received and appropriately handled.

(2) The emergency call person receiving the call must, when requested, transfer the call to the appropriate emergency service organisation.

(2A) If an end-user of an emergency call service who makes an emergency call using the emergency service number 000 or 112:

(a) asks the person receiving the call to connect the end-user to a state or territory emergency service; or

(b) indicates in another way that the end-user wishes to be connected to a state or territory emergency service; or

(c) gives information to the person receiving the call, and on the basis of that information the person receiving the call reasonably believes that the end-user should be connected to a state or territory emergency service;

the person receiving the call is taken to have complied with this section if the person connects the end-user to a pre-recorded voice announcement that tells the end-user how to contact a state or territory emergency service.

Note 1 An emergency call person can only connect an end-user to an emergency service organisation — see the definition of emergency call service in section 7 of the Telecommunications Act 1997 and the definition of emergency service organisation in subsection 147 (11) of the Act. The definition of emergency service organisation includes a police force or service, a fire service or an ambulance service but does not include a state or territory emergency service.

Note 2 A pre-recorded voice announcement for subsection (2A) should explain that a state or territory emergency service cannot be contacted through the emergency call service, and should tell the end-user how to contact a state or territory emergency service. If the State or Territory from which the call is made has adopted a single telephone number for that State or Territory’s state or territory emergency service, the announcement should include that number.

(3) If the call is a Caller No Response Call, the person receiving the call is taken to have complied with this section if the person has followed the procedure set out in clause 2 of the Emergency Caller No Response Guidelines 2002, as in force from time to time.

Note 1 An emergency call person cannot transfer the call if the call terminates while the person is handling it, or the call has been made by misdialling.

Note 2 The definition of emergency call service in section 7 of the Telecommunications Act 1997 explains the meaning of transferring an emergency call, which includes giving information in relation to the emergency call for purposes connected with dealing with the matter or matters raised by the call. This would include a relay service in which the recognised person relays information between a text telephony user and an emergency service organisation.