New research from peak communications consumer body ACCAN has revealed more about failed attempts to contact Triple Zero, and highlights the need for improved network reliability, concentrated efforts to educate the public, and further research into emergency calling experiences.
The research, Experiences and Barriers in Contacting Triple Zero: Full Report, examines consumer experiences and perceptions of contacting Triple Zero from a mobile phone and reveals a range of challenges extending beyond major network outages.
Among the key findings:
- A consistent number of consumers report having issues contacting Triple Zero from their mobile due to a mobile outage in the last 12 months (10% in Feb, 8% in May).
- Awareness of emergency calling processes and limitations remains low, with 73% of consumers reporting that they were unaware that their mobile may attempt to connect via a different network when calling Triple Zero during an outage.
- Almost half (43%) of Australians are concerned their Triple Zero call could fail in an emergency.
- Eleven percent (11%) would not know what else to try if their call to Triple Zero failed.
- One in five (22%) of Australians say their trust in Triple Zero has declined over the past two years, ACCAN CEO Carol Bennett said the findings demonstrate a clear public expectation that government and industry take further action to improve emergency communications.
"Our survey reveals a clear mandate for reform. Australians rightly expect that when they need emergency assistance, they can reach Triple Zero quickly and reliably."
"The findings show that failures can take many forms beyond large-scale network outages. Coverage gaps, technical issues and low public awareness can all affect a person's ability to contact emergency services when they need help most."
The report also found strong support for measures to improve emergency communications reliability and resilience.
"We must see reliability standards applied to telecommunications networks that are backed by effective enforcement and accountability mechanisms."
"This report does not provide all the answers, but it reflects the public's view that we face a problem that demands closer examination."
"Our research is but a first step to understanding the views and experiences of the public on emergency connectivity. We strongly suggest that further consumer experience research be conducted to lay the groundwork for reform efforts and a public education campaign."
"Australians depend on mobile phones as their primary way of contacting emergency services. Our emergency communications framework must reflect that reality."
The full report is available on the ACCAN website.
About us:
The Australian Communications Consumer Action Network (ACCAN) is Australia's peak communication consumer organisation. The operation of ACCAN is made possible by funding provided by the Commonwealth of Australia under section 593 of the Telecommunications Act 1997. This funding is recovered from charges on telecommunications carriers.
