STATEMENT – Telstra Outage

This morning’s Telstra outage was widespread and has caused significant disruptions across the country. Telstra has advised that 90 per cent of affected services have been restored however we understand that some intermittent issues persist. The core Triple Zero system remains operational, with connected calls flowing as expected from carrier networks to the Emergency Call Person (ECP), and on to state and territory emergency services dispatchers.

However, the Triple Zero Custodian has advised that some callers were unable to connect to the ECP, and that these are being investigated by Telstra. All telcos, including Telstra, have strict requirements in relation to welfare checks for disconnected Triple Zero calls, and the Triple Zero Custodian is in regular communication with Telstra to receive updates on the progress and outcomes of these checks.

If you need to call Triple Zero and can't get through, it is recommended that you use another device, a landline or Wi-Fi calling. It is very important that people do not make 'test' calls to Triple Zero - please only call 000 if there is an emergency. The key priorities for today are to get people back online and ensure any welfare checks are completed urgently.

The Australian Communications and Media Authority will then conduct a full investigation, and Telstra will need to account for how and why this outage occurred.