Triple Zero could soon be contacted via text
As part of the federal government’s work to improve Australians’ access to emergency services, the Triple Zero Custodian is testing whether direct SMS could provide a safe and effective way to contact Triple Zero when a voice call may not be possible or practical.
Accenture Australia has been engaged to conduct the testing in a simulated environment designed to reflect real-world operational requirements. The testing will not involve public access to Triple Zero and will not affect the live service.
“We’re working closely with industry, emergency services organisations, and state and territory governments to ensure the Triple Zero system remains strong, effective and responsive to the way Australians communicate today,” said Minister for Communications Anika Wells.
“Being able to text Triple Zero would provide another safe and effective way to contact Triple Zero if people are unable to make a call.
“It’s important this testing is done so any text to Triple Zero service in the future is delivered safely and effectively.”
The work is progressing alongside the Custodian’s review into Triple Zero regulations, with an interim review report released today. The report outlines feedback received through a public consultation process undertaken earlier this year, setting out several key themes for potential reform — including future access methods.
The next stage of stakeholder engagement is now underway to explore these themes further to identify recommendations for a modern, reliable and adaptable Triple Zero framework that meets public expectations and provides industry with clear requirements.
“About 85% of Triple Zero calls are now made from mobile devices, yet much of the regulatory framework for the service was designed for a fixed-line world — which is why the Triple Zero Custodian’s review is important,” Wells said.
“The review is considering how well our regulations for Triple Zero services are working. It will identify any changes needed to make it more effective and able to adapt to the telecommunications environment of the future.
“I look forward to receiving its recommendations in the final report next year.”
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