Page:Australian Communications and Media Authority (Emergency Call Service Determination) Direction 2024.pdf/7

(d) include a comprehensive disruption protocol section, relating to actions that must be taken during and after a major outage that affects the delivery of emergency calls to the emergency call person for 000 and 112; and

(e) include a requirement for providers to submit to the ACMA and other appropriate entities, within a specified timeframe in advance of any proposed changes to their operations or their networks that will impact the delivery of calls to the emergency call person for 000 and 112, a management plan that details the steps the provider will take to minimise any detrimental impacts of those changes on end-users.

(2) The Determination be amended to give effect to the following objectives:

(a) carriage service providers be required to identify if the mobile phone of an end-user requesting the supply of carriage services from the provider is able to access the emergency call service using both:

(i) the provider’s own network; and

(ii) the networks of other carriage service providers who provide carriage services to the public;

(b) where an end-user’s mobile phone is unable to access the emergency call service using either the provider’s own network or the networks of other carriage service providers who provide carriage services to the public, the carriage service provider is:

(i) to notify the end-user that the mobile phone is not able to access the emergency call service;

(ii) not to supply carriage services to the end-user in connection with that mobile phone;

(iii) to provide the end-user with information about alternative mobile phones available, including low cost or no cost mobile phones, which are able to access the emergency call service; and

(iv) to ensure the carriage service provider’s payment assistance policy includes avenues for financial hardship customers to receive assistance to obtain a low cost or no cost alternative mobile phone which is able to access the emergency call service;

(c) carriage service providers be required to use best endeavours to promptly identify if an end-user’s mobile phone to which carriage services are being provided is no longer able to access the emergency call service using either:

(i) the provider’s own network, or

(ii) the networks of other carriage service providers who provide carriage services to the public;

(d) where an end-user’s mobile phone is no longer able to access the emergency call service using either the provider’s own network, or the networks of other