Triple Zero is an essential community service. All Australians must have confidence they can reach emergency services when in need.
An accessible and reliable Triple Zero service depends on multiple organisations working effectively and efficiently together. Key stakeholders in this Triple Zero ecosystem include:
- The Emergency Call Person (ECP), which operates the service that answers calls to Triple Zero and transfers them, with relevant information, to the requested emergency service organisation (Police, Fire and Ambulance). Telstra is the ECP for Triple Zero.
- Emergency Service Organisations (Police, Fire and Ambulance) are operated by each state and territory to protect the life and property of all Australians. After the ECP has taken a call, they will hand it to the relevant emergency service organisation to action.
- Telecommunications carriers and providers, which provide the services and networks that enable calls to Triple Zero. There are laws and regulation in place that require telecommunications carriers and providers to support continued access to Triple Zero and the effective operation of the Triple Zero system.
- The Australian Communications and Media Authority (ACMA), the Commonwealth statutory authority responsible for overseeing and regulating the telecommunications industry in Australia, including Triple Zero.
The Triple Zero Custodian (the Custodian) has been established to oversee the Triple Zero ecosystem to ensure it is operating effectively, and that it is coordinated, connected and responsive.
The Custodian was established within our department in March 2025 following the Australian Government's response to the review into the Optus outage of 8 November 2023.
The Custodian's legislative function was confirmed by the Telecommunications Legislation Amendment (Triple Zero Custodian and Emergency Calling Powers) Act 2025.
The legislation enables the Secretary of our department, or a delegated official of the Secretary, to undertake the functions of the Custodian. The Secretary has delegated the Custodian's functions and powers to relevant senior officials within our department.
Questions regarding the Custodian can be directed to TZC@infrastructure.gov.au.
Functions and Powers of the Custodian
The Custodian oversees the Triple Zero ecosystem to help safeguard the continued availability of emergency calling for all Australians.
The Custodian's functions and powers are outlined in the Telecommunications (Consumer Protection and Services Standards) Act 1999 and include preparing for, responding to, or recovering from outages interrupting emergency call services.
The legislation also provides new powers to support the functions of the Custodian and to enable the government to better monitor and coordinate the Triple Zero ecosystem. The Custodian may:
- require the ACMA to issue an emergency call service (ECS) Direction
- require the ACMA provide information or advice on an emergency call service matter
- refer a matter to the ACMA for investigation.
An ECS Direction is a written direction that the ACMA may issue to a carrier, carriage service provider, or ECP relating to an emergency call service matter. Failure to comply with an ECS direction may incur a civil penalty of up to $30 million for each contravention.
Priorities for the Custodian
The Custodian's initial work priorities have been informed by lessons from the 18 September 2025 Optus Triple Zero outage. These priorities focus on ensuring communication channels across the ecosystem work effectively, critical information is shared when required and appropriate and timely actions are undertaken to protect access to Triple Zero. On 13 November 2025 the Custodian wrote to the ACMA outlining these priorities, which include:
- Device compliance—working with the ACMA surrounding device compliance and possible databases.
- Triple Zero disruption notifications—considering what regulatory actions should be undertaken to address any gaps in the current notifications framework.
- Transparency of Information held by the ECP—considering options to require the ECP to proactively act on and notify relevant stakeholders of any known or suspected impact on calls to Triple Zero.
- Mutual assistance arrangements—considering options to promote and, if necessary, compel carriers and the ECP to enter into mutual assistance arrangements to share information critical to the carriage of calls to Triple Zero.
- Network testing—working with the ACMA to consider regulatory options to improve assurance around network reliability, including regular network testing and in advance of any network upgrades.
- Welfare check procedures—continuing to gather information from carriers on their welfare check processes with a view to moving to a standardised mandatory approach across industry.
Operation Disconnect
On 20 October 2025, Ministers, officials and telecommunications companies met in Canberra for a simulated outage exercise to strengthen emergency response to outages impacting calls to Triple Zero by identifying gaps, testing coordination, assessing alternatives, addressing impacts on vulnerable groups, and considering restoration barriers.
We have published a summary of the agreed actions and next steps from the exercise.