In this Determination, unless the contrary intention appears:
ABS Remoteness Structure means the Remoteness Structure described as such in the Australian Statistical Geography Standard, Edition 3, July 2021-June 2026, published by the Australian Bureau of Statistics.
Note: The Australian Statistical Geography Standard (ASGS) divides Australia into five classes of remoteness. The ASGS is available, free of charge, on the website of the Australian Bureau of Statistics, and could, at the time of the making of this instrument, be accessed at the following website: www.abs.gov.au/statistics/standards/australian-statistical-geography-standard-asgs-edition-3/latest-release.
Act means the Telecommunications (Consumer Protection and Service Standards) Act 1999.
Alternate Address Flag means the field in the IPND that provides information about whether the physical location of an end‑user may reliably be taken to be at the service address provided to the IPND Manager for the service.
announcement for Caller No Response Calls means a pre‑recorded voice announcement that:
(a) asks the end‑user to dial or press ‘55’ if the end‑user requires emergency assistance; and
(b) if played in full, repeats the request described in paragraph (a) three times.
announcement for emergency calls means a pre‑recorded voice announcement that advises the end‑user that they have made a call to an emergency call service.
Note: announcement for non‑emergency contacts means a pre‑recorded voice announcement that explains how to find any person’s or organisation’s telephone number.
announcement for number check means a pre‑recorded voice announcement that advises the end‑user to check the number.
announcement for State and Territory emergency services means a pre‑recorded voice announcement that includes:
(a) an explanation that a State or Territory emergency service cannot be contacted through the emergency call service; and
(b) information on how to contact a State or Territory emergency service.
business day means a day other than a Saturday, a Sunday or a public holiday in the place concerned.
Caller No Response Call means a call made to an emergency service number by an end‑user who, when asked at least twice by the call‑taker if police, fire or ambulance is required, has not responded, or has not indicated in another way, that police, fire or ambulance is required.
call‑taker means an individual who responds to a call made to an emergency service number on behalf of:
(a) the emergency call person for 000 and 112; or
(b) the emergency call person for 106.
Note: The emergency service numbers are defined by section 466 of the Telecommunications Act 1997. At the commencement of this Determination, the emergency service numbers were 000, 106 and 112.
common system means the processing system used by the emergency call person for 000 and 112 and the emergency call person for 106 to identify the relevant emergency service organisation to which an emergency call should be transferred and to transfer an emergency call to that emergency service organisation with the required information about the caller.
core network means the part of the telecommunications network that is not the customer access network.
customer access network means that part of the telecommunications network that allows end-users to connect to the local switch, base station, node or exchange.
default CLI means the default calling line identification (CLI) for a call that is provided by the telecommunications network from which the call originated, where:
there is no CLI associated with the call; or
the CLI associated with the call has been replaced with another CLI in accordance with the Industry Guideline.
denial of service attack means an attack or attempted attack on a telecommunications network involving the use of Internet traffic (or packets) to deny end-users access to the emergency call service.
Disruption Protocols means the protocols set out in Schedule 1.
disruption to the emergency call service means the situation where due to an incident or series of incidents, an emergency call person is unable to answer, handle or transfer an emergency call.
Note: An ECS disablement event is an example of an incident that can lead to a disruption to the emergency call service.
diversity means ensuring that a telecommunications network has two or more independent connections that:
(a) route between any two points over more than one geographic or physical path; and
(b) have no common points of connection along the way, with the exception of the end points.
ECS disablement event means an incident (whether deliberate or not) that results in a disruption to the emergency call service and may include:
(a) unauthorised impairment of communications;
(b) equipment programming errors which result in a high volume of non-genuine calls being made to the emergency call service; or
(c) a denial of service attack.
emergency call means a call made to an emergency service number, during which a response is sought from an emergency service organisation to deal with a time‑critical event:
(a) that is perceived to threaten life; or
(b) that the organisation is established to respond to.
emergency call camp on functionality means the mobile phone-initiated function that enables a mobile phone end-user, in cases where the end-user cannot access the emergency call service using the end-user’s usual carrier’s mobile network, to access another carrier’s mobile network that is available and within range to connect the end-user’s mobile phone to the emergency call service.
Note: Emergency call camp on functionality may occur when an end-user’s mobile phone is out of range from its usual carrier’s mobile network or the end-user’s usual carrier’s mobile network is unavailable for some other reason.
emergency call person for 000 and 112 means the emergency call person who is the recognised person who operates an emergency call service for the emergency service numbers 000 and 112.
Note: At the commencement of this Determination, the emergency call person for 000 and 112 was Telstra.
emergency call person for 106 means the emergency call person who is the recognised person who operates an emergency call service for the emergency service number 106.
Note: At the commencement of this Determination, the emergency call person for 106 was Concentrix Services Pty Ltd (ACN 166 171 991).
emergency registration means the process by which a mobile device attaches to a public mobile telecommunications network for the purpose of making an emergency call to the emergency service number 000 or 112.
emergency service organisation has the meaning given by subsection 147(11) of the Act.
emergency telephone service means any of the following:
(a) a standard telephone service;
(b) a public mobile telecommunications service:
(i) that is not a standard telephone service;
(ii) that enables the carriage of an emergency call; and
(iii) for which the customer equipment used to make the call does not provide a unique customer identifying number to the carriage service provider.
end‑user’s State or Territory means the State or Territory from which the call is being made, according to the information available to the call‑taker.
exempt satellite service means a satellite service that:
(a) is supplied to a non-handheld satellite device;
(b) is a satellite service supplied by means of a satellite owned, controlled or operated by Inmarsat Global Limited (incorporated in the United Kingdom); and
(c) is not supplied in fulfilment of the universal service obligation.
Note: The expression universal service obligation has the meaning given by section 9 of the Act.
financial hardship customer has the same meaning as in the Telecommunications (Financial Hardship) Industry Standard 2024.
fixed local service means a carriage service that:
(a) is supplied by a carriage service provider;
(b) is capable of voice telephony;
(c) is supplied for receiving incoming calls wholly, or principally, at one fixed location which can be identified, from the number called, by the provider of the carriage service used to make the call; and
(d) is located at either:
(i) a switching facility; or
(ii) the premises occupied or used by a customer.
Industry Guideline means:
(a) the guideline titled Location Information for Emergency Calls (G557:2014), published by Communications Alliance Ltd; or
(b) a guideline published by Communications Alliance Ltd that replaces the guideline specified in paragraph (a).
Note: The Industry Guideline consists of five Parts, under the general title Location Information for Emergency Calls. A copy of the guideline could, at the time of making this Determination, be obtained from Communication Alliance Ltd’s website www.commsalliance.com.au free of charge.
internet of things data-only service means a carriage service that:
(a) is only accessible on a carriage service provider’s network;
(b) is used for consumer and enterprise connected internet of things devices and applications; and
(c) only requires access to data (internet protocol and non-internet protocol) services.
internet of things devices means devices and objects with sensors, processing ability, software or other technologies that connect and exchange data with other devices and systems over the internet or other communication networks.IPND means:
(a) the Integrated Public Number Database provided and maintained by Telstra Limited in accordance with a condition of its carrier licence; or
(b) if the Minister has determined, under subsection 472(1) of the Telecommunications Act 1997, that a specified person other than Telstra Limited is to provide and maintain an integrated public number database — that database.
IPND Manager means:
(a) Telstra Limited; or
(b) if the Minister has determined, under subsection 472(1) of the Telecommunications Act 1997, that a specified person other than Telstra Limited is to provide and maintain an integrated public number database — that person.
major outage means any unplanned adverse impact to a telecommunications network used to supply relevant carriage services to end-users that:
(a) results in an end-user being unable to establish and maintain a relevant carriage service; and
(b) affects, or is likely to affect:
(i) 100,000 or more services in operation; or
(ii) all relevant carriage services provided by a carrier or carriage service provider in a State or Territory; and
(c) is expected to be, or is, of a duration longer than 60 minutes.
material change means a change to the scale, geographic area, number or type of relevant carriage services impacted or expected time of restoration of the relevant carriage services affected by a major outage or significant local outage, that is likely to result in a significant increase or decrease in the severity of the outage, or in the time taken to restore the relevant carriage services affected by the outage.
mobile base station means a base station in a mobile network in a fixed location, equipped with one or more antennae, that transmits and receives signals between mobile networks and mobile phones.
mobile network means a telecommunications network that is used principally to supply public mobile telecommunications services.
mobile phone includes a handheld mobile device that is capable of voice communications when connected to, or intended for use in connection with, a mobile network but does not include a device which is capable of using a mobile network that is not ordinarily considered to be a mobile phone such as:
(a) fixed broadband gateways;
(b) internet of things devices;
(c) personal alert devices;
(d) smartwatches; or
(e) tablets.
most precise location information available means the most precise location information that a carriage service provider, carrier or emergency call person has available, about the geographic or physical location of the customer equipment from which an emergency call originated, which includes, at a minimum, the location information specified in the Industry Guideline.
Note: The Industry Guideline provides information about the types of most precise location information that may be available.
National Emergency Management Agency means the body known as the National Emergency Management Agency established by the Order to Establish the National Emergency Management Agency as an Executive Agency.
Note: The Order to Establish the National Emergency Management Agency as an Executive Agency was an order made under section 65 of the Public Service Act 1999 and can be accessed, free of charge, at https://www.legislation.gov.au.
non-genuine call means a call made to an emergency service number that:
(a) is not an emergency call; and
(b) includes but is not limited to:
(i) calls that are vexatious, menacing, harassing, or offensive;
(ii) accidental calls or misdials;
(iii) a call intended by the person making the call to induce a false belief that an emergency exists; or
(iv) calls resulting from an ECS disablement event.
non-genuine emergency registration means an emergency registration or attempted emergency registration that is not for the purpose of making an emergency call to the emergency service number 000 or 112.
non-handheld satellite device means customer equipment that is:
(a) designed for use in connection with the supply of a satellite service; and
(b) capable of operating only when connected to other customer equipment, other than a SIM.
payment assistance policy means a policy established by a carriage service provider under section 7 of the Telecommunications (Financial Hardship) Industry Standard 2024.
personal alert devices means wearable devices that can be activated to communicate wirelessly with an alarm monitoring company or other programmed phone numbers to summon help in the event of an emergency.
public payphone means a public telephone that is managed by a carrier or a carriage service provider and is located in a public place, but does not include a public telephone that is located in a public place and is leased to a person by a carrier or a carriage service provider.
public place means a place to which the public usually has access including a place where access is restricted during certain hours or certain days of the week, but does not include:
(a) a place to which a person (other than the Commonwealth, a State or a Territory) is entitled to deny the public entry; or
(b) a vehicle, vessel, aircraft or other means of transport.
quarter means a period of 3 months starting on 1 January, 1 April, 1 July or 1 October in a year.
redundancy means ensuring that a telecommunications network has an alternative path or paths for network communication, to ensure the continuity of network services.
regional Australia means the area classified as Inner Regional Australia or Outer Regional Australia under the ABS Remoteness Structure.
relevant answering point means:
(a) for a call to the emergency service number 000 or 112, the point in the network of the emergency call person for 000 and 112, after the point at which the announcement for emergency calls is played, at which a call‑taker is able to respond to the call; and
(b) for a call to the emergency service number 106, the point in the network of the emergency call person for 106, after the point at which the announcement for emergency calls is played, at which a call‑taker is able to respond to the call.
relevant carriage service means a carriage service, excluding an internet of things data-only service.
relevant termination point means:
(a) for a call to the emergency service number 000 or 112, the point in the network of the emergency call person for 000 and 112 reasonably specified by that person as the point to which a call using a particular type of carriage service must be carried; and
(b) for a call to the emergency service number 106, the point in the network of the emergency call person for 106 reasonably specified by that person as the point to which a call using a particular type of carriage service must be carried.
remote Australia means the area classified as Remote or Very Remote Australia under the ABS Remoteness Structure.
satellite service means a carriage service where customer equipment used in connection with the supply of the service communicates directly with a satellite‑based facility.
Note: A satellite service may be used to provide a fixed or public mobile telecommunications service to an end‑user.
service address means the address supplied by a customer to their carriage service provider and required to be given to the IPND Manager by the carriage service provider in compliance with Part 4 of Schedule 2 to the Telecommunications Act 1997.
services in operation means relevant carriage services that are:
(a) connected to a telecommunications network, or would, but for a major outage or a significant local outage, be connected to a telecommunications network; and
(b) provided to an end-user under an arrangement between a carriage service provider and the end-user.
significant local outage means any unplanned adverse impact to a telecommunications network used to supply a relevant carriage service to end-users, that:
(a) results in an end-user being unable to establish and maintain a relevant carriage service; and
(b) affects, or is likely to affect:
(i) 1,000 or more services in operation in regional Australia; or
(ii) 250 or more services in operation in remote Australia; and
(c) is expected to be, or is of a duration longer than:
(i) if the affected services in operation are in regional Australia – 6 hours; or
(ii) if the affected services in operation are in remote Australia – 3 hours; and
(d) is not a major outage.
SIM means a subscriber identity module.
SMS means short message service.
State or Territory emergency service means any of the following services established under a law of a State or Territory:
(a) the State Emergency Service of New South Wales;
(b) the Victoria State Emergency Service;
(c) the State Emergency Service of Queensland;
(d) the Department of Fire and Emergency Services Western Australia;
(e) the South Australian State Emergency Service;
(f) the State Emergency Service of Tasmania;
(g) the ACT State Emergency Service; or
(h) the part of the Northern Territory Fire and Rescue Service that is not an emergency service organisation.
unsuccessful emergency call means an emergency call made by an end-user where the call was not carried to the relevant termination point or the relevant answering point, as the case may be.
welfare check means the process of checking on the safety and well-being of an end-user including, at a minimum:
if the end-user made an unsuccessful emergency call using an emergency telephone service:
attempting to contact the end-user by phone; and
if the phone call is unsuccessful, referring the matter to the police force or service in the State or Territory in which the end-user is located; or
if the end-user made an unsuccessful emergency call using a public mobile telecommunications service:
sending an SMS (first SMS) to the end-user requesting that the end-user respond in the manner prescribed in the message;
if no response is received to the first SMS within a reasonable time after the message is sent, sending another SMS (second SMS) containing the same information as the first SMS; and
if no response is received to the second SMS within a reasonable time after the message is sent, referring the matter to a police force or service in the State or Territory in which the end-user is located.
wilt, in relation to a mobile base station, means to prevent the mobile base station providing any connectivity to a mobile phone via that base station.
Note: A number of expressions used in this Determination are defined in section 7 of the Telecommunications Act 1997, and are incorporated into the Act by subsection 5(1) of the Act, including:
(a) access (in relation to an emergency call service);
(b) ACMA;
(c) carriage service;
(d) carriage service provider;
(e) carrier;
(f) controlled carriage service;
(g) controlled facility;
(h) controlled network;
(i) customer equipment;
(j) emergency call person;
(k) emergency call service;
(l) emergency service number;
(m) Home Affairs Department
(n) public mobile telecommunications service;
(o) public number;
(p) recognised person who operates an emergency call service;
(q) standard telephone service;
(r) telecommunications network;
(s) Telstra;
(t) Telstra Limited.