28Welfare checks — major outages

28 Welfare checks – major outages

(1) A carriage service provider must, as soon as practicable after: (a) becoming aware of a major outage that adversely affects a controlled network or controlled facility that the provider owns or operates; or (b) being notified of a major outage under section 8 of the Telecommunications (Customer Communications for Outages) Industry Standard 2024, undertake, or arrange to be undertaken, a welfare check on an end-user who made an unsuccessful emergency call during the outage using an emergency telephone service supplied by the carriage service provider. Note: The Telecommunications (Customer Communications for Outages) Industry Standard 2024 may be accessed free of charge from the Federal Register of Legislation. (2) Subsection (1) does not apply where: (a) the carriage service provider cannot identify that the end-user has made the unsuccessful emergency call; (b) the carriage service provider is satisfied that the end-user subsequently made a successful emergency call; or (c) the end-user made the unsuccessful call using a public mobile telecommunications service, and the carriage service provider, as soon as practicable after becoming aware of the unsuccessful emergency call, identifies that the location of the customer equipment from which the call was made has changed since the call was made.