Australians continue to report being unable to contact Triple Zero due to a mobile network outage, according to new research from peak communications consumer body ACCAN – published today.
The findings come from a further survey conducted by Essential Research, commissioned by ACCAN, to go deeper into the initial results of an earlier Consumer Sentiment Tracker report into reliability.
In March 2026, ACCAN published research which found that 10% of survey respondents reported they or a member of their family had been unable to contact Triple Zero from a mobile phone due to a mobile outage in the previous 12 months. The latest survey found 8% reported the same experience, a result that falls within the statistical margin of error and confirms the earlier finding.
The new research also found overwhelming public support for strong minimum standards for emergency calling reliability. Among the results:
- More than nine in ten Australians (91%) believe telecommunications providers are responsible for ensuring Triple Zero calls connect during network outages
- 89% support government-mandated minimum standards for emergency call reliability.
- 52% of Australians believe the current reliability of mobile networks for emergency calling is adequate.
ACCAN CEO Carol Bennett said the repeat survey demonstrates that the concerns from Australian consumers about emergency connectivity are persistent and cannot be dismissed as an isolated finding.
"The purpose of repeating this research was simple. We wanted to test whether our earlier findings reflected genuine consumer experience or whether they were a statistical outlier," Ms Bennett said.
"The results were remarkably consistent. Once again, almost one in ten Australians responding to this survey told us that they or a family member had been unable to contact Triple Zero because of a mobile network outage in the past twelve months. This time, we have delved even deeper."
The research also provides new insights into how Australians experience failed emergency calls and how those experiences shape public confidence in the telecommunications network.
"We see trust in emergency communications being challenged by people's lived experience," Ms Bennett said.
"Our research goes beyond the headline numbers and examines what consumers believe is happening when a Triple Zero call fails, what actions they take next, and who they believe is responsible."
"This information is important because it helps policymakers, regulators and industry understand how emergency calling failures are experienced by the people affected."
"The public is also sending a clear message to government and service providers. Australians overwhelmingly believe telcos have a responsibility to ensure Triple Zero remains available, and they strongly support minimum reliability standards."
"ACCAN is eager to work constructively with government, regulators and industry to strengthen public confidence in Triple Zero and improve the reliability of the networks Australians depend on in an emergency."
The snapshot report is now available on the ACCAN website.
About us:
The Australian Communications Consumer Action Network (ACCAN) is Australia’s peak communication consumer organisation. The operation of ACCAN is made possible by funding provided by the Commonwealth of Australia under section 593 of the Telecommunications Act 1997. This funding is recovered from charges on telecommunications carriers.
Contact details:
Alec Bennetts
Mobile: 0409 966 931
Email: [email protected]
