Media Release – ACCAN welcomes people-first review of Triple Zero framework

Peak communications consumer body ACCAN has welcomed the Minister for Communications’, Anika Wells MP, announcement today of the imminent commencement of a comprehensive review of Australia’s Triple Zero (000) legislative and regulatory framework. This is a key step towards strengthening public safety and rebuilding national trust in the emergency call system.

Speaking at an event in Canberra, the Minister confirmed that the forthcoming review will implement Recommendation 18 of the Review into the Optus outage of 8 November 2023.

The Minister called for “a comprehensive review of Triple Zero legislation and regulations is a key step in rebuilding public confidence in the system and ensuring we have the right framework to reduce the risk of a major outage happening again.”

It is understood that this review will draw upon lessons from the 2023 and 2025 outages as well as device issues that have stemmed from the 3G shutdown.

“Let me make it very clear. This is of the upmost importance to me, the government, and most importantly the Australian people,” the Minister said. “We must do everything in our power to ensure Triple Zero remains reliable, resilient, and fit for purpose – now and into the future.”

“But that trust is fragile. It must be earned and maintained, and right now it must be rebuilt.”

ACCAN also welcomed the Minister’s commitment to putting people first, including managing spectrum in the public interest, and ensuring the needs of underserved communities are met.

Responding to the Minister announcement, ACCAN CEO Carol Bennett said today’s announcement aligns with long‑standing calls for stronger consumer protections and a more resilient emergency communications system.

“Australians must be able to rely on emergency services when they need them most. Triple Zero failures cost lives, and consumers need to know that they can contact emergency services every single time,” Ms Bennett said.

“ACCAN welcomes a holistic review of the Triple Zero system. Each outage has dramatic consequences, and it is important to learn from these tragedies and strengthen the frameworks that are meant to keep people safe.”

Ms Bennett said Australians expect action and real accountability.

“We have been clear: Australians should not be paying high prices for poor services. Consumers deserve reliable coverage, strong standards for mobile services, and consequences when those standards aren’t met.”

The review comes at a time when major decisions are being made across the communications landscape, with significant implications for public safety.

“Spectrum licences are being renewed, and telcos are set to receive substantial discounts on their use of public assets. If telcos receive discounted access, Australians should see clear improvements in return — not more excuses, not more outages,” Ms Bennett said.

“This is an opportunity to reset expectations across the sector. A review that puts people first is essential, and ACCAN will continue to push for reliable services most people can safely rely on.”

The review is an important opportunity to close long‑recognised gaps in device compatibility, network redundancy, regulatory responsibilities, and service continuity during major outages.

ACCAN looks forward to handing appropriate input in this important review.

This press release has also been published on VRITIMES