ATA Statement: TPG-Samsung device issue
November 18, 2025-
- This is a terrible tragedy and our sympathies go out to the family and loved ones. It’s also a timely reminder for all Australians to ensure their mobile phone has the latest software updates to reduce the risk that their phone is unable to call Triple Zero.
- Telcos have a legal obligation to warn customers and block devices that are unable to call Triple Zero. Within 5 business days of discovering an issue, telcos must notify customers that their mobile phone is unable to access Triple Zero, and provide at least three warnings that the phone will be blocked after 28 to 35 days.
- Telcos must also provide information about alternative mobile phones that are available, including alternative low-cost or no-cost mobile phones. (Under Part 6, section 69 of the Telecommunications (Emergency Call Service) Determination 2019)
- Just a few weeks ago, telcos discovered an issue with some older devices that prevented them from calling Triple Zero, and these devices have been blocked. Telcos also discovered a range of older devices which would require a software update to be able to call Triple Zero, and telcos are required to give customers notice to update those devices before they must also be blocked.
- In response to the ‘Bean Review’ into the Optus outage of 2023, the Australian Telecommunications Alliance (ATA) developed a new industry code requiring telcos to test network equipment and mobile phones – including elements of the Emergency Call Service – in a controlled test facility, the University of Technology Sydney’s National Telecom Resilience Centre (NTRC).
- The ATA also established the Device End-to-End Service Testing Group, which includes telcos, device manufacturers, a testing laboratories. This group will facilitate technical information sharing between telcos of test results and known issues regarding mobile device behaviour. This information sharing will be undertaken with a view to developing an industry database of known device issues in relation to Triple Zero, to assist telcos with their management of devices.
Share This Article
