An ongoing oversight gap in Australia’s emergency call system has sparked growing concerns among consumer advocacy groups and political figures, following a significant outage involving Optus that left millions without service. The federal government has yet to appoint an independent manager for the triple-zero emergency system, despite this being a pivotal recommendation from a recent review of the incident.
Communications Minister Anika Wells expressed her intention to expedite the staffing process and other associated measures in light of the recent crisis. However, critics, including the Greens and various consumer advocates, argue that the government is not acting swiftly enough to address the issue. Senator Sarah Hanson-Young called for immediate action, emphasizing, “The failure from Optus has been deadly, and I don’t think we should be waiting for another review before we do what we know needs to be done.”
The review, conducted by former Australian Communications and Media Authority deputy chair Richard Bean, was commissioned by the previous communications minister, Michelle Rowland. It addressed the widespread coverage failure in November 2023. One of its key recommendations was the establishment of a triple-zero custodian to oversee the emergency call ecosystem. Despite the government recognizing this particular recommendation as a priority in April 2024, further investigation and consultation were deemed necessary.
Wells recently informed the public that the role has been established within the communications department but remains unfilled, pending additional legislative processes. “One of the things that I’ve been looking at across the weekend is how I can fast track regulatory and legislative relief to make sure that all of these are delivered in full,” Wells stated, highlighting the need for a more comprehensive approach to the situation.
Carol Bennett from the Australian Communications Consumer Action Network underscored the urgency of implementing the custodian role, stressing that it would provide a vital safety net for public assurance regarding the triple-zero system. Bennett criticized the current delays and called for expedited legislation to fulfill the recommendations of the Bean review.
The issue of accountability in the telecommunications sector has also been a point of contention. Hanson-Young criticized the reliance on self-regulation by large telcos like Optus, arguing for stronger governmental oversight. Meanwhile, the Australian Communications and Media Authority (ACMA) indicated that companies risk fines of up to $19,000 per infringement, and court-ordered penalties reaching $250,000 for each contravention.
Hanson-Young argued that previous fines, such as the $12 million imposed on Optus for a similar breach in 2023, are inadequate to deter future lapses. She emphasized the need for more stringent penalties and consequences, suggesting that the minister could send a strong message by imposing immediate repercussions.
Melissa McIntosh, the Coalition’s communications spokesperson, echoed these sentiments. She criticized the past fines as insufficient and called for an independent review to replace the ongoing ACMA investigation, stating, “Something stronger than that needs to happen.”
With pressure mounting from various quarters, it remains to be seen how the government will respond to the rising calls for accountability and reform in Australia’s telecommunications framework, particularly concerning the critical triple-zero emergency call system.
