Peak communications consumer body ACCAN is deeply saddened by reports that a person has died following failed attempts to reach Triple Zero while using a Lebara (TPG) service on an older Samsung device.
TPG has said that its network was operating normally and has pointed to outdated software on the customer's Samsung phone. This tragedy follows an announcement last month that tens of thousands of older Samsung devices may not work reliably for emergency calls, with some requiring software updates and others needing to be replaced.
ACCAN CEO Carol Bennett said the incident raises serious concerns about whether Australia's emergency call ecosystem is functioning as it should.
"The community expects and deserves maximum reliability when they dial Triple Zero. This is now the second time in two months that Triple Zero failures have been linked to lives lost. Australians are right to question whether the system designed to protect them is fit for purpose," Ms Bennett said.
Ms Bennett said rules introduced in 2024 were meant to prevent exactly this kind of failure. "Public safety is at risk despite clear obligations on telcos to identify affected devices, notify customers and block unsafe handsets. If those obligations were not met, Australians deserve answers. Confidence in the ACMA's oversight has been shaken, and there must be full transparency about whether compliance monitoring has been adequate."
Ongoing investigations by the Senate and regulator must take into account this latest fatality. We need a rigorous examination of handset-network compatibility, regulatory enforcement, and the safeguards that are supposed to keep Australians safe," Ms Bennett said.
ACCAN urges consumers to take seriously communications from their telco about emergency call issues, and heed warnings to update or replace their device as soon as possible. If consumers require financial assistance, they should contact their provider.
"Ensuring access to emergency services is paramount. Government, regulators and telcos must act now to restore trust and ensure no more lives are put at risk," Ms Bennett concluded.
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.
