9Obligations of emergency call persons

9 Obligations of emergency call persons

(1) An emergency call person must give to other emergency call persons assistance that is reasonably necessary for the purpose of providing access to emergency call services, including:

(a) receiving and handling emergency calls made by end-users to a relevant emergency service number; and

(b) if appropriate — transferring emergency calls to an appropriate emergency service organisation; and

(c) if appropriate — giving information in relation to emergency calls to an appropriate emergency service organisation.

(2) An emergency call person must also tell ACMA, in writing, as soon as practicable, about any significant change to the way that the emergency call service operates.

Examples of significant changes

1 A change in the physical location of the emergency call centre.

2 An intention to change to a new system.

(3) If it is practicable for the emergency call person to tell ACMA about about a significant change before the change happens, the emergency call person must tell ACMA at the earliest practicable opportunity before it happens.

(4) An emergency call person must receive, answer and process Caller No Response Calls in accordance with the Emergency Caller No Response Guidelines 2002 as in force from time to time.

Note A Caller No Response Call is usually a call made by a person who does not speak to the person answering the call at all, either because the caller is unable to speak at the time or because the call is not a genuine emergency call.

Chapter 3 Arrangements for emergency calls

Part 1 Structure of emergency call services