WHAT'S HAPPENING?
New rules were introduced on 28 October 2024 by the Australian Federal Government under the Telecommunications (Emergency Call Service) Amendment Determination 2024 (No. 1). These rules were introduced to address concerns over Triple Zero (000) calling due to the closure of 3G networks in Australia. They set out the requirements for what Australian telecommunication network providers need to do under the amended Emergency Call Service (ECS) Determination and information for customers impacted by these changes.
ⓘ Update 25 November 2025 – Samsung devices
Samsung has identified a number of mobile devices that do not correctly connect to the Vodafone mobile network to make Emergency Service calls (i.e. ‘000’ and ‘112’) in certain circumstances.
On rare occasions when both the Optus and Telstra networks are unavailable, your phone needs to switch to Vodafone in order to contact Emergency Services.
It is critically important that phones can reach Emergency Services. For this reason, telecommunication carriers, including Optus, are required by law to block phones that don’t meet Emergency Services calling requirements.
Note: this issue does not relate to the Optus network, and it will not affect your ability to call Emergency Services when the Optus network or the Telstra network are available.
For more information and instructions on how to upgrade to a compatible device or compliant software, visit our customer update page.
frequently asked questions
We offer a range of devices to suit many needs and budgets. Call us on 1300 808 300 to discuss your options.
You can read the full legislation here or learn more about the ECS Determination on the ACMA website.
We’re here to help. Call us on 1300 808 300.