Thousands of Australians Unable to Call Triple Zero on Samsung Devices, Opposition Warns of Public Safety Disaster
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Shadow Communications Minister Melissa McIntosh issued an urgent public safety warning that thousands of Australians with Samsung mobile phones cannot connect to the triple zero emergency network despite their devices functioning normally for regular calls, revealing a communications crisis far more severe than initially disclosed.
McIntosh, Member for Moncrieff in Queensland, said 11 Samsung device models are completely incompatible with the emergency network with no software remedy available, while 77 additional models require immediate software updates to restore triple zero capability. The revelation contradicts earlier assurances from telecommunications companies and regulators that users had 28 days to address compatibility issues.
“You can no longer call triple zero on these devices even though your phone may be working,” McIntosh said at a Sydney press conference. “This is extraordinary. Why isn’t the government letting the Australian people know that if they have this device right now, they cannot call triple zero?”
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The crisis stems from the shutdown of Australia’s 3G network one year ago, a transition telecommunications companies Telstra, Optus and TPG publicly flagged on October 23 when they warned about Samsung device incompatibility. However, McIntosh said the true scope of the problem only became apparent after Samsung alerted both telecommunications providers and the Australian Communications and Media Authority about device compatibility issues as early as 2021.
“Samsung alerted both the telco providers and ACMA as the regulator that there were certain devices that would not be compatible when the 3G network was shut down,” McIntosh said. “And then the 3G network was shut down a whole year ago and now I’m standing here today being alerted that anyone with a device even though their phone might be working now on ordinary calls, if they need to call triple zero, they will not be able to make that call.”
The Shadow Communications Minister revealed that iPhones may also be affected, with compatibility concerns appearing on Vodafone’s website. She described the situation as “a disaster waiting to happen” with multiple system failures across regulatory agencies, telecommunications companies and government departments.
Four deaths have been linked to triple zero network failures in recent months, including one recent fatality and three others that occurred several months ago. When asked who bears responsibility for the recent death, McIntosh said multiple parties share accountability.
“I think there have been multiple failures that have led to the recent death and certainly the three deaths that took place a couple of months ago now,” McIntosh said. “And it really saddens me that I’m even having to answer who’s responsible. The Minister has the ultimate responsibility over her department.”
McIntosh identified systemic failures across multiple entities. The Australian Competition and Consumer Commission and ACMA should have done more to prevent the crisis, she said. A custodian appointed to the Department of Communications in March with legislative powers to address triple zero issues has been ineffective, according to the Shadow Minister.
“We have a custodian in the Department of Communications, who has been there since March, and we rushed through legislation to ensure that custodian has the power it needs to do something,” McIntosh said. “Where are they now? Where’s the custodian? Where’s the Minister for Communications? Where’s ACMA, the regulator? What are the telcos doing?”
Minister for Communications Anika Wells, Member for Lilley in Queensland, has not publicly addressed the crisis. The government established a custodian role with emergency powers following earlier triple zero outages, but McIntosh argues the regulatory framework has proven inadequate.
McIntosh criticized telecommunications companies for relying on text message notifications to alert customers about device incompatibility, noting older Australians are routinely warned not to respond to text messages due to scam risks. “Older Australians are constantly being told not to reply to text messages because of potential scams and if it’s a text message or if it’s an email and it’s forgotten, well the telcos need to be doing more,” she said.
The Shadow Minister called for immediate action from affected device owners. “If you have one of these devices, a Samsung model, and we’re hearing now even iPhones as well, please, please follow the advice and contact your telco provider because you do need to update it,” McIntosh urged.
She emphasized that the 28-day compliance timeline communicated by telecommunications companies applies to regular phone service, not emergency calling capability. “The message has gone out to Australians that they have 28 days to act, to upgrade their software or to replace their phone. But when it comes to the triple zero network, that is not the case,” McIntosh said.
The crisis extends beyond technical compatibility to systemic regulatory failures, according to McIntosh. She has consistently argued that ACMA, as the regulator overseeing telecommunications infrastructure, should not also investigate triple zero network failures due to inherent conflicts of interest.
“This is why I’ve said all along that ACMA as a regulator should not be the investigator when it comes to looking into what’s been going on with the triple zero network,” McIntosh said. “It is bigger than what anyone first thought in the public and is certainly more serious.”
Telecommunications providers have told McIntosh they are complying with regulations, and ACMA can demonstrate procedural compliance, but McIntosh argues process adherence is insufficient given the public safety implications. “Telcos tell me that they’ve been complying with the regulations. ACMA can tick the box and say that they’ve followed the rules, but it isn’t good enough and it isn’t fast enough,” she said.
The Shadow Minister placed ultimate responsibility with government leadership. “There is trust in our government. Stand here, alert Australians that if you have one of these devices, do not wait for those 28 days. Act now, either download the software or in the very least contact your telco provider and get some help because you will not be able to make a triple zero call,” McIntosh said.
She described the situation as alarming because affected devices maintain normal functionality for standard calls while failing catastrophically during emergencies. “And that is so alarming that people could still be using their phones, but in the greatest time of need, they cannot call triple zero,” McIntosh said.
The Shadow Minister’s public warning comes as the government prepares for the final parliamentary sitting week of the year. Communications infrastructure failures have emerged as a significant political vulnerability for the Albanese government, with Opposition parliamentarians arguing regulatory agencies lack sufficient oversight and enforcement capabilities.
Triple zero emergency services provide critical access to police, fire and ambulance services across Australia. Network reliability became a national priority following the 2019-2020 bushfire crisis when communications infrastructure failures complicated emergency response efforts in affected regions.
The 3G network shutdown was implemented to free spectrum for more advanced 4G and 5G technologies, but the transition has exposed compatibility gaps between older devices and emergency calling protocols. Unlike regular mobile calls that can route through multiple network technologies, emergency calls require specific technical standards to ensure immediate connection to emergency services.
McIntosh’s intervention highlights growing tensions between telecommunications industry deregulation and public safety oversight. The Opposition has signaled it will maintain pressure on the government throughout the final sitting week, demanding accountability for what McIntosh characterized as preventable deaths linked to network failures.
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