(1) This section applies to the emergency call person for 000 and 112 and the emergency call person for 106.
(2) The emergency call persons must give each other any assistance reasonably necessary for the purpose of providing access to emergency call services, including assistance with the following:
(a) receiving and handling emergency calls made by end‑users to a relevant emergency service number;
(b) transferring emergency calls to an appropriate emergency service organisation; and
(c) giving information in relation to emergency calls to an appropriate emergency service organisation.
37 Notice requirements for emergency call persons
(1) The emergency call person for 000 and 112, and the emergency call person for 106, must give the ACMA written notice of a decision to introduce a significant change to the way it operates its emergency call service, including a change in the physical location where the emergency call person receives and handles emergency calls.
(2) The notice must be given:
(a) if it is practicable to give the notice before the change occurs — at the earliest practicable opportunity before the change occurs; or
(b) if it is not practicable to give the notice before the change occurs — at the earliest practicable opportunity after the change occurs.
38 Requirement to use common system and provide assistance
(1) An emergency call person must, as far as practicable, use the common system to:
(a) answer an emergency call made to the emergency call service operated by the person; and
(b) transfer the emergency call to the appropriate emergency service organisation.
(2) The emergency call person for 000 and 112 must:
(a) share access to the common system with the emergency call person for 106 for use in relation to calls made to the emergency service number 106; and
(b) give the emergency call person for 106 such assistance as is required to ensure that:
(i) the emergency call person for 106 has access to the most precise location information available when a call‑taker receives a call made to the emergency service number 106;
(ii) the call‑taker is able to give that information to the appropriate emergency service organisation in the course of relaying the call to the organisation; and
(iii) if, after the emergency service organisation has dealt with the call, the organisation asks the emergency call person for 106 to give it information about the call (including the name of the carriage service provider who supplied the emergency telephone service on which the call was made), the emergency call person for 106 is able to give the information to the organisation.
39 Change to common system
Division Division 3.4 - Telecommunications (Emergency Call Service) Determination 2019 - Call and other information requirements | Zoe
(1) Before making any significant changes to the common system, the emergency call person for 000 and 112 and the emergency call person for 106 must:
(a) agree to the proposed changes;
(b) agree on a change management process that requires any changes or proposed changes to the common system to be recorded in writing;
(c) consult the emergency service organisations to which their emergency calls are transferred about the proposed changes; and
(d) make any changes to the common system in accordance with the change management process agreed to under paragraph (b).
The emergency call person for 000 and 112 must give the ACMA written notice of any changes made to the common system as soon as practicable after the change has been made.
Division 3.2 Handling of calls
40 Receiving and handling calls
The emergency call person for 000 and 112, and the emergency call person for 106, must ensure that each call received by the person on an emergency service number is handled in accordance with this Division.
Note: Sections 51 and 52 also contain obligations for the provision of certain information by emergency call persons to emergency service organisations in relation to emergency calls.
41 Emergency call person must ensure an emergency call is carried to the relevant answering point
The emergency call person for 000 and 112 and the emergency call person for 106 must ensure that an emergency call delivered to the relevant termination point for access to the emergency call person is carried to the relevant answering point for the emergency call person, unless a matter beyond the control of the emergency call person materially and adversely affects their technical ability to do so.
Note: Examples: Matters that may be beyond the emergency call person’s control may include:
(a) Poor mobile phone coverage which results in a network failure so the call cannot be carried by the emergency call person.
(b) Faulty customer equipment which results in a network failure; or
(c) Misdials or other situations where an end-user terminates a call after hearing the announcement for emergency calls which is played after the call reaches the relevant termination point for the call.
42 Transfer to an emergency service organisation
(1) This section applies if:
(a) a call‑taker for the emergency call person for 000 and 112 or the emergency call person for 106 receives a call from an end‑user; and
(b) the end‑user:
(i) asks the call‑taker to transfer the call to an emergency service organisation;
(ii) indicates in another way that the end‑user wishes the call to be transferred to an emergency service organisation; or
(iii) gives information to the call‑taker that the call‑taker may reasonably rely on as indicating that the end‑user should contact an emergency service organisation.
(2) The emergency call person for 000 and 112 or the emergency call person for 106 must transfer the call to the emergency service organisation.
Note: The role of an emergency call person is to transfer a call 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.
43 Transfer to announcement for State and Territory emergency services
(1) This section applies if:
(a) a call‑taker for the emergency call person for 000 and 112 receives a call from an end‑user; and
(b) the end‑user:
(i) asks the call‑taker to transfer the call to a State or Territory emergency service;
(ii) indicates in another way that the end‑user wishes the call to be transferred to a State or Territory emergency service; or
(iii) gives information to the call‑taker that the call‑taker may reasonably rely on as indicating that the end‑user should contact a State or Territory emergency service.
(2) The emergency call person for 000 and 112 must transfer the call to the announcement for State and Territory emergency services.
Note: An announcement for State and Territory emergency services explains that a State or Territory emergency service cannot be contacted through the emergency call service and tells the end‑user how to contact a State or Territory emergency service.
44 Transfer to announcement for non‑emergency contacts
(1) This section applies if:
(a) a call‑taker for the emergency call person for 000 and 112 receives a call from an end‑user; and
(b) the end‑user:
(i) asks the call‑taker to transfer the call to a person or organisation that cannot be contacted through the service (other than a State or Territory emergency service); or
(ii) indicates in another way that the end‑user wishes the call to be transferred to a person or organisation that cannot be contacted through the service (other than a State or Territory emergency service); or
(iii) gives information to the call‑taker that the call‑taker may reasonably rely on as indicating that the end‑user should contact a person or organisation that cannot be contacted through the service (other than a State or Territory emergency service).
(2) The emergency call person for 000 and 112 must transfer the call to the announcement for non‑emergency contacts.
45 Transfer of Caller No Response Call
(1) This section applies if a call‑taker for the emergency call person for 000 and 112 receives a Caller No Response Call.
(2) The emergency call person for 000 and 112 must:
(a) transfer the call to the announcement for Caller No Response Calls; and
(b) either:
(i) if the end‑user dials or presses ‘55’ — ask the end‑user if the end‑user requires police, fire or ambulance and, if the end‑user does not respond, or does not indicate in another way, that police, fire or ambulance is required, transfer the call to the police force or service in the capital city of the end‑user’s State or Territory; or
(ii) if the end‑user does not dial or press ‘55’ — disconnect the call.
46 Inability to use Caller No Response Call announcement
For section 45, if a call cannot be transferred to the announcement for Caller No Response Calls for any reason, the call‑taker must transfer the call to the police force or service in the capital city of the end‑user’s State or Territory.
47 Appearance of emergency call services
The emergency call person for 000 and 112, and the emergency call person for 106, must, as far as practicable, operate their emergency call services in a way that would give an end‑user of an emergency telephone service the appearance of a single national emergency call system.
48 Speed, efficiency and reliability for numbers 000 and 112
(1) Subject to subsection (2), the emergency call person for 000 and 112 must ensure that, for each day that the person receives calls to the emergency service number 000 or 112:
(a) 85% of the calls are answered by a call‑taker within 5 seconds of reaching the relevant answering point for the call; and
(b) 95% of the calls are answered by a call‑taker within 10 seconds of reaching the relevant answering point for the call.
(2) The emergency call person for 000 and 112 will not be in breach of subsection (1) if a failure by it to reach a daily target set out in that subsection is due to a matter beyond the control of the person and which could not have been reasonably foreseen by the person.
Note: Example 1: Delay in answering emergency calls due to unexpectedly high calling volumes caused by unforeseen natural disasters.
Note: Example 2: Delay in answering emergency calls because of action taken to prevent or manage an ECS disablement event.
Note: Example 3: Delay in answering emergency calls due to operational issues experienced by an emergency service organisation.
49 Speed, efficiency and reliability for number 106
(1) Subject to subsection (2), the emergency call person for 106 must ensure that, for each day that the person receives calls to the emergency service number 106:
(a) 85% of the calls are answered by a call‑taker within 5 seconds of reaching the relevant answering point for the call; and
(b) 95% of the calls are answered by a call‑taker within 10 seconds of reaching the relevant answering point for the call.
(2) The emergency call person for 106 will not be in breach of subsection (1) if a failure by it to reach a daily target set out in that subsection is due to a matter beyond the control of the person and which could not have been reasonably foreseen by the person.
Note: Example 1: Delay in answering emergency calls due to unexpectedly high calling volumes caused by unforeseen natural disasters.
Note: Example 2: Delay in answering emergency calls because of action taken to prevent or manage an ECS disablement event.
Note: Example 3: Delay in answering emergency calls due to operational issues experienced by an emergency service organisation.
Division 3.3 Minimisation of calls that are not emergency calls
50 Minimisation requirement — emergency call person for 000 and 112
(1) The emergency call person for 000 and 112 must take the steps mentioned in subsection (2) to minimise the number of non-genuine calls received by the emergency call person on the emergency service numbers 000 and 112.
(2) The steps are:
(a) the emergency call person for 000 and 112 must, when a call is delivered to the relevant termination point for the call, play the announcement for emergency calls before the call is delivered to the relevant answering point; and
(b) any other step that the ACMA directs in writing should be taken for this section.
(3) If the emergency call person for 000 and 112 reasonably suspects that the call or calls are part of an ECS disablement event, the emergency call person may take steps to disconnect or block the call.
Note: Examples of the steps the emergency call person may take include temporarily blocking calls from a particular carrier or carriage service provider or temporarily blocking calls from specified telephone numbers.
(4) Before giving a direction under paragraph (2)(b), the ACMA must:
(a) consult with the emergency call person for 000 and 112; and
(b) have regard to any submissions made by the emergency call person.
(5) If the emergency call person for 000 and 112 receives a direction under paragraph (2)(b), the emergency call person may ask the ACMA to reconsider the decision (reconsideration request).
(6) A reconsideration request must:
(a) be in writing;
(b) be given to the ACMA within 14 days of the day on which the emergency call person for 000 and 112 received the direction; and
(c) include reasons for the request.
(7) Upon receiving a reconsideration request the ACMA must, within 28 days:
(a) reconsider the decision; and
(b) affirm, vary or revoke the direction.
(8) The ACMA must give written notice of its decision under subsection (7) and if the decision is to affirm or vary the primary decision, the notice must include:
(a) the reasons for its decision;
(b) a statement to the effect that if the emergency call person for 000 and 112 (being the person affected by the decision) is dissatisfied with the decision so affirmed or varied, the emergency call person may, subject to the Administrative Review Tribunal Act 2024, apply to the Administrative Review Tribunal for review of the decision; and
(c) a statement to the effect that the emergency call person may request a statement under section 268 of that Act in relation to the decision so affirmed or varied.
(9) The emergency call person for 000 and 112 may apply to the Administrative Review Tribunal to review a decision of a kind referred to in subsection (5) if the ACMA has affirmed or varied the decision under subsection (7).
50A Emergency registrations — emergency call person for 000 and 112
(1) If the emergency call person for 000 and 112 reasonably suspects that non-genuine emergency registrations are adversely impacting or are likely to adversely impact the operation of the emergency call service, the emergency call person for 000 and 112 may block or otherwise minimise the non-genuine emergency registrations.
Division 3.4 Call and other information requirements
Subdivision A Giving call information
51 Information about emergency calls
If the emergency call person for 000 and 112 or the emergency call person for 106 transfers an emergency call to an emergency service organisation, the emergency call person must make available to the organisation as much of the following information as the emergency call person has:
(a) the most precise location information available at the time the call is transferred;
(b) the name of the customer; and
(c) the public number from which the call is made.
Note: Division 3.2 specifies obligations for the handling of emergency calls by emergency call persons.
52 Additional information after emergency calls are transferred
(1) This section applies if an emergency service organisation asks the emergency call person for 000 and 112 or the emergency call person for 106 to give it information about an emergency call that has been transferred to the organisation.
(2) The emergency call person must give the organisation as much of the requested information as possible, as soon as practicable after the request is received.
Note: Part 13 of the Telecommunications Act 1997 imposes requirements on carriage service providers, carriers and emergency call persons to protect the confidentiality of certain information. Those requirements are subject to a number of exceptions on the use or disclosure of specified information or documents, including section 286 of that Act which relates to calls to an emergency service number.
Subdivision B Other information
53 Access to IPND by emergency call person for 000 and 112
The emergency call person for 000 and 112 must take all reasonable steps to ensure that:
(a) the IPND Manager gives it access to all the information in the IPND that it requires to respond to an emergency call, as soon as practicable after the call is received; and
(b) the IPND Manager will inform it of a revision or correction to the customer location information in the IPND within 24 hours of the IPND Manager being notified of such a revision or correction.
54 Information identifying carriage service providers
(1) This section applies if a carriage service provider gives the emergency call person for 000 and 112 information under section 26.
(2) The emergency call person for 000 and 112 must share the information provided to it under section 26 with the emergency call person for 106.
Note: Under section 26, a carriage service provider must ensure that the emergency call person for 000 and 112 is informed of the provider’s correct contact details.
Division 3.5 Communication and welfare checks
55 Communication and welfare checks – disruption to the emergency call service
(1) This section applies to the emergency call person for 000 and 112 if there has been a disruption to the emergency call service operated by the person.
(2) The emergency call person must, as soon as possible after the disruption occurs, conduct a welfare check on an end-user who has made a call to the emergency service number 000 or 112 which has been carried to the relevant termination point, but has not been carried to the relevant answering point, for the call, unless the call:
(a) has been made using a public payphone;
(b) is a Caller No Response Call; or
(c) has a default CLI.
(3) If the emergency call person reasonably believes that a carrier, carriage service provider or emergency service organisation is affected by the disruption, the emergency call person must, as soon as practicable after the disruption occurs, inform the carrier, provider or organisation of the disruption.
(4) If the emergency call person reasonably believes that the disruption is likely to materially and adversely affect its ability to provide the emergency call service, the emergency call person must, as soon as practicable after the disruption occurs, inform:
(a) members of the public whose ability to access the emergency call service is affected by the disruption;
(b) the ACMA;
(c) the Department;
(d) the Home Affairs Department,
of the disruption.
Division 3.6 Charging
58 Charging emergency service organisations
(1) The emergency call person for 000 and 112, and the emergency call person for 106, must not charge an emergency service organisation, directly or indirectly, for any of the following services:
(a) receiving and handling calls to an emergency service number;
(b) transferring such calls to an emergency service organisation; or
(c) giving information in relation to such calls to an emergency service organisation.
(2) The emergency call person must not arrange for an emergency service organisation to be charged for a service mentioned in subsection (1).
59 Charging for using common system
If the emergency call person for 000 and 112 (in the capacity of emergency call person) provides a service assisting the emergency call person for 106 to use the common system, the emergency call person for 000 and 112 must provide the service on the basis that it must not profit but may recover the costs of providing the service.
Division 3.7 Records
60 Record keeping requirements
(1) The emergency call person for 000 and 112, and the emergency call person for 106, must make and keep records for each month of the following:
(a) the number of calls that were delivered to the relevant termination point for the call;
(b) the number of calls that were delivered to the relevant answering point for the call but abandoned by the end‑user before a call‑taker responded;
(c) the number of calls that were answered by a call‑taker but not transferred to an emergency service organisation;
(d) the number of calls to the emergency service number 000 that were handled in accordance with section 45, and the number of such calls that were transferred to an emergency service organisation;
(e) the number of calls that originated from public mobile telecommunications services, and the number of such calls that were transferred to an emergency service organisation;
(f) the number of calls to the emergency service number 000 that originated from public payphones, and the number of such calls that were transferred to an emergency service organisation;
(g) the number of calls to the emergency service number 000 that originated from fixed local services (other than public payphones), and the number of such calls that were transferred to an emergency service organisation;
(h) the number of calls to the emergency service number 106 that originated from fixed local services and public payphones, and the number of such calls that were transferred to an emergency service organisation;
(i) the number of calls to the emergency service numbers 000 and 112 that originated from satellite services, and the number of such calls that were transferred to an emergency service organisation;
(j) the number of calls that were answered by a call‑taker and transferred to an emergency service organisation;
(k) the number of calls to the emergency service numbers 000 and 112 that were transferred to an announcement in accordance with:
(i) section 43; and
(ii) section 44;
(l) the number of calls to the emergency service numbers 000 and 112 that had an Alternate Address Flag set to ‘True’ in the IPND, and the number of such calls that were transferred to an emergency service organisation; and
(m) any other matter that the emergency call person for 000 and 112 or the emergency call person for 106 has agreed with the ACMA, in writing, to record.
(2) The emergency call person for 000 and 112, and the emergency call person for 106, must make and keep records for each day of the following:
(a) the number of calls that were answered by a call‑taker 5 seconds or less after delivery to the relevant answering point for the call;
(b) the number of calls that were answered by a call‑taker 10 seconds or less after delivery to the relevant answering point for the call; and
(c) the number of calls that were answered by a call‑taker more than 10 seconds after delivery to the relevant answering point for the call.
(3) The emergency call person for 000 and 112 and the emergency call person for 106 must give the ACMA a copy of the records required to be kept under this section on a quarterly basis:
(a) as soon as practicable after the quarter ends; and
(b) in any case — within 1 month after the quarter ends.