Learn about the rules that help the Triple Zero ecosystem operate efficiently.
Regulatory framework
The Australian Communications and Media Authority (ACMA) regulates and monitors the emergency call service (ECS) under Part 8 of the Telecommunications (Consumer Protection and Service Standards) Act 1999.
The Telecommunications Numbering Plan 2019, also administered by ACMA, specifies that:
- the primary emergency service number is '000'
- the secondary emergency service numbers are '106 and 112'.
Find out more about ACMA's role in the emergency call service on the ACMA website.
Emergency call person
The Telecommunications (Emergency Call Persons) Determination 2019 (the Determination), specifies the national operators of the emergency call services. The Determination recognises Telstra as the Emergency Call Person for Triple Zero (000) and 112. Telstra has responsibility for providing the service which answers calls to these numbers, and transfers them, with relevant associated information, to the requested emergency service organisation(s).
Under the Determination, the National Relay Service (NRS) provider has the same responsibilities as Telstra for number 106, the teletypewriter emergency number for callers who are deaf or who have a hearing and/or a speech communication difficulty. The provider of the NRS is Concentrix Services Pty Ltd.
The Telecommunications (Emergency Call Service) Determination 2019 sets out obligations on carriers, carriage service providers and the emergency call persons to ensure that they have arrangements in place for dealing with emergency calls. Access to the emergency call service must be provided free of charge.
Emergency service organisations
Within Australia, the protection of life and property is a responsibility of state and territory governments. This responsibility includes the provision of emergency services organisations (ESOs): the police, fire and ambulance services. After the Emergency Call Person (ECP) has taken your call they will transfer the call to the relevant state and territory government agencies who manage and administer call taking and dispatching the relevant emergency service.
A list of ESOs can be found on the state and territory emergency services organisations page on this site.
Triple Zero governance
The Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts has policy responsibility for Australia's national emergency call service framework.
The Triple Zero Custodian (the Custodian) was established to oversee the Triple Zero ecosystem to ensure it is operating effectively and is coordinated, connected and responsive. Learn more about the Custodian.