Peak consumer body ACCAN (Australian Communications Consumers Action Network) has strongly welcomed the announcement from the Minister for Communications, Anika Wells, of new details about a critical root-and-branch review of the Triple Zero system.

This review will examine the full legislative and regulatory framework for Triple Zero, drawing on lessons from recent outages, the 3G shutdown, and device compatibility issues, which have all exposed gaps in our nation’s emergency call system.

A key focus of the review will be the introduction of minimum mobile network performance standards, something ACCAN has been calling for to underpin the reliability of mobile networks.

With most Triple Zero calls now made on a mobile device, it is no longer acceptable that there is no regulator responsible for mobile service reliability and that the Minister for Communications cannot set enforceable service standards. This leaves telecommunications lagging behind other essential service sectors.

Findings released as part of the third wave of ACCAN’s Consumer Sentiment Tracker, show strong public support for reform. Seventy-four per cent of Australians want stronger government regulation of telecommunications providers, rising to 94 per cent among those with a firm view. Three quarters (76 per cent) support minimum reliability requirements for mobile networks.

ACCAN CEO Carol Bennett said the review was a long-overdue opportunity to strengthen public safety and rebuild confidence in the triple zero system.

“This is Triple Zero. It’s public safety 101, and the reliable delivery of emergency services is the most critical issue the telecommunications sector faces.”

“Getting this right is so important. Public confidence is at worrying lows, as demonstrated by research from Roy Morgan and Essential Research.”

“We’ve seen a run of unplanned outages, device compatibility sagas, camp-on failures, and the fact is the public expect and deserve better.

“The Triple Zero Custodian which has been established to oversee the Triple Zero ecosystem now has an opportunity to modernise the system which has been taken for granted for too long.”

“We also welcome the appointment of a dedicated public safety member within ACMA to strengthen oversight and coordination,” Bennett said.

“This review is an important opportunity to deliver a modern, accountable and resilient Triple Zero system,” she added. “ACCAN looks forward to contributing to the review.”