Optus recently warned that almost 500,000 mobile devices might soon become unable to contact emergency services. This extends to the very important Triple Zero line. At a recent estimates hearing, Ms. Catharine Rainsford of the ACMA told senators that the problem is worsening. Among all of the good news, this announcement stole the show. Approximately 470,000 devices, which cannot be upgraded, are set to be blocked from accessing all Australian mobile networks between now and January.
Effective 2024, new regulations require telecoms to give customers advance notice. They need to tell the public when their device is unable to connect to Triple Zero. After receiving this alert, they should act quickly to prevent those devices from reaching their networks. This has caused a major public safety concern that has gone ignored.
The Impact on Users
According to Ms. Rainsford, “On the 14th of November, Optus said the worst-case scenario for them was approximately 470,000 devices … that might be impacted.” If true, this announcement has tremendously broad implications. It would likely strand many of its users without access to emergency assistance during emergencies that require urgent action.
Senator Sarah Henderson was eloquent in expressing her disappointment on the need for such a move, already labelling it as an ‘issue of significant public safety risk’. In a blistering speech, she condemned the government. First, it completely dropped the ball on launching a public awareness campaign to prepare Australians for the havoc these draconian device blocks could wreak. Her comments should shine a light on the situation’s urgency. They ask for the federal government, as well as telecom companies, to create better communication plans.
In their crisis response, Samsung has made the need for quick, decisive action evident to their impacted users. “If your device is on the list of impacted devices, you will have 28 days from when your carrier notifies you to update the software or replace your device to stay connected,” a representative from Samsung stated. This short time period places a heavy burden on users who cannot be expected to know the state of their devices.
Regulations and Responsibilities
The new rules established in 2024 are aimed at ensuring that all mobile devices can reliably connect to emergency services. More than half the devices that are supposed to be connected have disconnected. This begs the question of just how useful these regulations are and if consumers are able to comprehend them.
Telcos need to make users aware that their device is in a region. They are required to proactively prevent bad devices that don’t meet the new standards. This Federal Communications Commission regulatory requirement further compounds the reality that telecommunications companies are responsible for managing customer relationships and keeping the public safe from their network.
The ACMA’s Rainsford noted that while “the vast majority are likely able to be upgraded,” Optus is currently working through the process manually to address the concerns. Since most users do not experience the effect of this crisis on a daily basis, the urgency may be lost. Yet, millions still find themselves at risk unless they move to act quickly.
Moving Forward
With the January deadline looming, it is ever more important for users to check and make sure their device is compatible with Next Gen emergency services. Ongoing engagement from carriers on this emerging challenge will be critical in protecting public safety.
Senator Henderson goes on to assail the government’s continuing failure to introduce a national public education campaign. This stark information dissemination gap has the potential to result in dire incidents. It has the potential to ensure many are better informed on the state of their devices. It’s important for telecom companies, federal agencies, and manufacturers to coordinate and provide consistent, clear, and actionable guidance.
