The long running senate inquiry into the Triple Zero service outage has today released its report with 11 recommendations. The full report is available here.
The inquiry was established in the wake of the September 2025 Optus outage that saw catastrophic failures in the Triple Zero system and was associated with multiple deaths. Since then a number of other network outages have affected Triple Zero, including the national Telstra outage in July 2026.
The committee was deeply concerned that the failures examined during this inquiry have had real and tragic human impacts and has produced a comprehensive report with 11 recommendations that highlight the need for an overhaul of the Triple Zero system.
The committee's report has been supported by the Greens, Labor and the Coalition.
Some of the key recommendations include:
- A review and modernisation of the telecommunications act and associated regulations in relation to Triple Zero
- The establishment of a statutory authority to take over Emergency Call Person operations and nationalise Triple Zero functions
- The introduction of a comprehensive minimum performance and reliability standard for all Australian telcos with an automatic compensation scheme for those affected by network outages
- The introduction of legislation to mandate domestic roaming for voice calls and text messages
- The implementation of a reliable text-based service option for contacting Triple Zero in addition to voice calls.
- An independent review of the Australian Communications and Media Authority's (ACMA) role, powers, resourcing, technical capability and regulatory approach in relation to Triple Zero
Inquiry Chair Senator Sarah Hanson-Young is Greens spokesperson for Communications:
"Australian telcos are now on notice, this is the end of the era of self-regulation.
"After months of work, this report recommends essential measures the government must enact if they want to end Australia's telco crisis.
"Telstra, Optus and TPG have all let down their customers and the Australian public. With the litany of outages we have seen millions of Australians affected. Something needs to change.
"Our telecommunications laws are out of date, successive governments have failed to ensure that regulation keeps pace with technology. Having access to a mobile phone and the internet is an essential part of everyday life for most Australians and our laws must treat it that way.
"Australian's rightfully expect their phone to work no matter where they are in the country. The Federal Government must mandate domestic roaming so that all Australians, especially those in rural and regional areas, are always able to contact Triple Zero, get to work or call their mum.
"Triple Zero is an essential service, it is often a matter of life or death for people. We can no longer allow it to be left to private companies to ensure the functioning of Triple Zero. Companies that put profits ahead of people should not be left to manage emergency services.
"Nationalising Triple Zero must be top of the Government's to do list. Putting this emergency service back into public hands will ensure more accountability and more investment in protecting Australians.
"In 2026 telecommunications must be treated as the essential infrastructure it is. It is well past time that there are minimum performance and reliability standards imposed on telcos, just as there is for power companies.
"Compensation should be automatic for all customers affected by outages. Australians shouldn't be put through the ringer by telcos when seeking compensation for a service they spend thousands of dollars a year on.
"Domestic roaming is already a reality around the world in countries like New Zealand, Canada and Europe. Australia must join these countries and ensure that we have a telecommunications network fit for the 21st century.
"ACMA have utterly failed in their role to regulate the telcos and shown they are more of a lap dog than a watch dog. Throughout the inquiry, the committee heard of repeated failure to conduct basic due diligence or act with the level of concern of urgency that regulating an emergency service like Triple Zero requires.
"An independent review of ACMA and their role in this saga is essential to help rebuild public trust and confidence in the Triple Zero system.
Full list of recommendations
Recommendation 1
The committee recommends that the Australian Government's current review of the Triple Zero framework be used as an opportunity to modernise the Telecommunications Act 1997 and related legislation and regulatory instruments, with the objective of recognising Triple Zero as an essential public safety service and ensuring appropriate oversight, accountability and enforcement mechanisms. Recognising that this will be an extensive undertaking, the Australian Government must consider commencing this work now, with a view to modernising the legislation in future years. If such a review is undertaken, it should not delay more urgent reforms that will keep our community safe.
Recommendation 2
The committee recommends that the Australian Government consider establishing a statutory authority to assume responsibility for the Emergency Call Person function.
Recommendation 3
The committee recommends that the Australian Government require the Triple Zero Custodian to comprehensively review how welfare checks are carried out across the telecommunications system and assess the adequacy of these arrangements. The Triple Zero Custodian should investigate whether it would be preferable for the Emergency Call Person and its staff to conduct all welfare checks arising from unsuccessful Triple Zero call attempts during a telecommunications outage.
Recommendation 4
The committee recommends that the Australian Government establish a comprehensive reliability framework for telecommunications networks which provide access to the Triple Zero service. The framework should include mandatory reliability and performance standards applying to carriers and carriage service providers, substantial civil penalties for non-compliance, and a comprehensive automatic compensation scheme for those directly or indirectly affected by service outages. Any compensation arrangements would need to be integrated with existing consumer protections and compensation arrangements in the telecommunications sector. Extensive consultation with consumers, industry, regulators and other stakeholders should be undertaken before any compensation scheme is introduced.
Recommendation 5
The committee recommends that the Australian Government commission an independent review of the Australian Communications and Media Authority's (ACMA) role, powers, resourcing, technical capability and regulatory approach in relation to Triple Zero, including whether the current institutional arrangements remain appropriate for the regulation of an essential public safety service. This review should take into account the ACMA's current responsibilities and whether that is an appropriate model moving forward.
Recommendation 6
The committee recommends that the Australian Government amend relevant telecommunications legislation to provide the Australian Communications and Media Authority with substantiation notice powers, enabling it to compel the production of information and evidence necessary for compliance monitoring, investigations, and enforcement action in relation to telecommunications and Triple Zero obligations.
Recommendation 7
The committee recommends that the Australian Government amend the telecommunications legislation to mandate domestic mobile roaming for both voice calls and text messages.
Recommendation 8
The committee recommends that the Australian Government require telecommunications providers to support a reliable text-based service option for contacting Triple Zero in addition to voice calls.
Recommendation 9
The committee recommends that the Australian Communications and Media Authority work with mobile network operators and mobile device manufacturers to establish a public register of compliant and tested mobile devices sold in Australia. This register should work in concert with the National Telecom Resilience Centre.
Recommendation 10
The committee recommends that the Australian Government commission the Australian Competition and Consumer Commission to develop a framework for the sharing of technical specifications between mobile network operators and mobile device manufacturers. The intent of this framework would be to assist in identifying network and device limitations without compromising commercially sensitive information or impacting anti-competitive laws.
Recommendation 11
The committee recommends that the Australian Government improve transparency and reporting across the Triple Zero ecosystem, including by:
- considering whether the Triple Zero Custodian should have an ongoing role in publicly reporting on the Triple Zero framework's performance, resilience and operation; and
introducing legislative requirements for telecommunications companies to publicly report outage data in their annual reports, including the total number, type, duration, cause and impact of service outages.
