Source: https://www.legislation.gov.au/Details/F2009L04720
Timestamp: 2018-01-22 13:44:29
Document Index: 670888364

Matched Legal Cases: ['art 1', 'art 2', 'art 3', 'art 4', 'art 5', 'art 6', 'art 7']

Details: F2009L04720
- F2009L04720
This Determination continues arrangements that enable end-users to contact the emergency call service.
F2009L04720
Telecommunications (Emergency Call Service) Determination 20091
Part 1 Introductory 5
1 Name of Determination 5
3 Revocation of Telecommunications (Emergency Call Service)
Determination 2002 5
Part 2 General requirements for emergency call services 7
Part 3 General requirements for emergency calls 9
Division 3.1 Structure of emergency call services 9
Subdivision 3.1.1 Giving end-users access to emergency call services 9
13 Giving end-user access to emergency call service operated by
emergency call person for 000 and 112 9
14 Giving end-user access to emergency call service operated by
emergency call person for 000 and 112 — location independent
communications service that is not a standard telephone service 10
15 Requirement for carriage service provider if end-user uses
emergency service number 112 — public mobile telecommunications
16 Requirement for carriage service provider if end-user uses
emergency service number 112 — satellite service 11
17 Requirement for carriage service provider if end-user uses
emergency service number 106 — standard telephone service 11
18 Requirement for carriage service provider if end-user uses
emergency service number 106 — satellite service 11
19 Requirements for carriage service provider — controlled networks
and controlled facilities 12
20 Certain calls with additional digits 12
21 Appearance of emergency call services — carriage service provider
Subdivision 3.1.2 Carriage of emergency calls 13
22 Carriage service provider must ensure emergency call carried to
relevant termination point — service other than satellite service 13
23 Carriage service provider must ensure emergency call carried to
relevant termination point — satellite service 13
24 Speed, efficiency and reliability for numbers 000 and 112 — carriage
Subdivision 3.1.3 Handling of emergency calls by emergency call persons 14
28 Transfer to announcement for non-emergency contacts 15
31 Appearance of emergency call services — emergency call person
32 Speed, efficiency and reliability for numbers 000 and 112 —
emergency call person 16
33 Speed, efficiency and reliability for number 106 — emergency call
Division 3.2 Access requirements: carriers and carriage service providers 17
34 Requirement for carriers and carriage service providers — access for
carriage service provider 17
Division 3.3 Minimisation of calls that are not emergency calls 18
35 Minimisation requirement — emergency call person for 000 and 112 18
Part 4 Call information 20
Division 4.1 Making information available for emergency call persons 20
37 Purpose of Division 20
38 Application of Division 20
39 Carriage service provider must ensure IPND Manager receives
record — location of emergency telephone service can be identified
at all times 20
40 Carriage service provider must ensure IPND Manager receives
information — location of emergency telephone service (other than a
public mobile telecommunications service) cannot be identified at all
41 Carriage service provider must ensure IPND Manager receives
record — public mobile telecommunications service 21
42 Time limit for ensuring IPND Manager receives initial information
about location of emergency telephone service 21
43 Updating IPND records about location of emergency telephone
44 Format for contributing information about location of emergency
telephone service to IPND 22
45 Access to IPND by emergency call person for 000 and 112 22
Division 4.2 Information agreement 22
46 Agreement between emergency call persons 22
47 Inability to make new information agreement 23
48 Compliance with information agreement 24
Division 4.3 Giving call information 24
49 Information identifying calling numbers 24
50 Information identifying carriage service providers 25
51 Information about emergency calls 25
52 Additional information after transferring emergency calls 26
Part 5 Charging for emergency calls 27
53 Free access by end-users 27
54 Charging emergency service organisations — carriage service
56 Charging emergency service organisations — emergency call
Part 6 Deficiencies in emergency call services 29
Division 6.1 Carriage service providers 29
Division 6.2 Emergency call persons 29
Part 7 Records 30
Division 7.1 Keeping records 30
61 Carriage service providers 31
Division 7.2 Carriage service providers unable to keep or produce records 31
62 Inability to keep or produce records 31
4 Arrangements to ensure that calls made using a satellite service and transferred to an Australian-based terrestrial network are delivered to the relevant emergency call person.
(a) receiving and handling emergency calls made by end-users to a relevant emergency service number;
Subdivision 3.1.1 Giving end-users access to emergency call services
This Subdivision does not apply to a carriage service provider if the provider is prohibited or prevented from giving an end-user access to an emergency call service because of something required by, or authorised under, a Commonwealth, State or Territory law.
13 Giving end-user access to emergency call service operated by emergency call person for 000 and 112
(b) an end-user makes a call on the service using the emergency service number 000.
(2) The provider must give the end-user access to the emergency call service operated by the emergency call person for 000 and 112 unless:
(b) the service used to make the call is a satellite service and the call is transferred to a network other than an Australian-based terrestrial network.
14 Giving end-user access to emergency call service operated by emergency call person for 000 and 112 — location independent communications service that is not a standard telephone service
(2) The provider must give the end-user access to the emergency call service operated by the emergency call person unless either of the circumstances in subsections (3) or (4) exists.
15 Requirement for carriage service provider if end-user uses emergency service number 112 — public mobile telecommunications service
If an end-user uses the emergency service number 112 on a public mobile telecommunications service, the carriage service provider must give the end-user access to the emergency call service operated by the emergency call person for 000 and 112.
16 Requirement for carriage service provider if end-user uses emergency service number 112 — satellite service
(a) an end-user uses the emergency service number 112 on a satellite service; and
(c) the call is transferred to an Australian-based terrestrial network.
(2) The carriage service provider supplying the service must give the end-user access to the emergency call service operated by the emergency call person for 000 and 112.
17 Requirement for carriage service provider if end-user uses emergency service number 106 — standard telephone service
If an end-user uses the emergency service number 106 on a carriage service that is a standard telephone service as described in subparagraph 6 (1) (b) (ii) of the Act, the carriage service provider must give the end-user access to the emergency call service operated by the emergency call person for 106.
18 Requirement for carriage service provider if end-user uses emergency service number 106 — satellite service
(1) This section applies if an end-user uses the emergency service number 106 on a satellite service:
(a) that is technically capable of carrying a call using that emergency service number; and
(b) the call is transferred to an Australian-based terrestrial network.
(2) The carriage service provider supplying the service must give the end-user access to the emergency call service operated by the emergency call person for 106.
A carriage service provider must ensure that its controlled networks and controlled facilities give an end-user access to emergency call services whether or not a number is currently issued to the end-user in relation to a service, unless:
(b) a matter beyond the control of the provider materially and adversely affects the provider’s technical ability to give the access.
Examples of matters that are beyond the control of a provider and may materially and adversely affect ability to give an end-user access to an emergency call service:
· Failure of customer equipment or network equipment at the premises of the customer for that service because of a mains power outage, interference with, or misuse of, customer equipment or network equipment by end-users, or wear and tear.
· Failure of in-building wiring because of physical damage at the customer’s premises.
(1) This section applies if an end-user:
A carriage service provider must, as far as practicable, carry emergency calls in a way that would give an end-user of an emergency telephone service the appearance of a single national emergency call system.
22 Carriage service provider must ensure emergency call carried to relevant termination point — service other than satellite service
A carriage service provider who supplies an emergency telephone service other than a satellite service must ensure that an emergency call made using the service is carried to the relevant termination point for the call:
23 Carriage service provider must ensure emergency call carried to relevant termination point — satellite service
If a carriage service provider supplies a satellite service and an emergency call made using the service is transferred to an Australian-based terrestrial network, the provider must ensure that the call is carried to the relevant termination point for the call:
(a) by the Australian-based terrestrial network; or
(b) if the Australian-based terrestrial network does not allow direct delivery to the relevant termination point for the call — by another telecommunications network.
(1) This section applies if an end-user makes an emergency call using the emergency service number 000 or 112.
Note: Sections 51 and 52 also contains obligations for the provision of certain information by emergency call persons to emergency service organisations in relation to emergency calls.
(a) a call-taker for the emergency call person for 000 and 112 or the emergency call person for 106 receives a call from an end-user; and
(b) the end-user:
(i) asks the call-taker to transfer the call to an emergency service organisation; or
(ii) indicates in another way that the end-user wishes the call to be transferred to an emergency service organisation; or
(iii) gives information to the call-taker that the call-taker may reasonably rely on as indicating that the end-user should contact an emergency service organisation.
(a) a call-taker for the emergency call person for 000 and 112 receives a call from an end-user; and
(i) asks the call-taker to transfer the call to a State or Territory emergency service; or
(ii) indicates in another way that the end-user wishes the call to be transferred to a State or Territory emergency service; or
(iii) gives information to the call-taker that the call-taker may reasonably rely on as indicating that the end-user should contact a State or Territory emergency service.
Note An announcement for State and Territory emergency services explains that a State or Territory emergency service cannot be contacted through the emergency call service and tells the end-user how to contact a State or Territory emergency service.
28 Transfer to announcement for non-emergency contacts
(i) asks the call-taker to transfer the call to a person or organisation that cannot be contacted through the service (other than a State or Territory emergency service); or
(ii) indicates in another way that the end-user wishes the call to be transferred to a person or organisation that cannot be contacted through the service (other than a State or Territory emergency service); or
(iii) gives information to the call-taker that the call-taker may reasonably rely on as indicating that the end-user should contact a person or organisation that cannot be contacted through the service (other than a State or Territory emergency service).
(2) The emergency call person for 000 and 112 must transfer the call to the announcement for non-emergency contacts.
(1) This section applies if a call-taker for the emergency call person for 000 and 112 receives a Caller No Response Call.
(i) if the end-user dials or presses ‘55’ — ask the end-user if the end-user requires police, fire or ambulance and, if the end-user does not respond, or does not indicate in another way, that police, fire or ambulance is required, transfer the call to the police force or service in the capital city of the end-user’s State or Territory; or
(ii) if the end-user does not dial or press ‘55’ — disconnect the call.
For section 29, if a call cannot be transferred to the announcement for Caller No Response Calls for any reason, the call-taker must transfer the call to the police force or service in the capital city of the end-user’s State or Territory.
The emergency call person for 000 and 112, and the emergency call person for 106, must, as far as practicable, operate their emergency call services in a way that would give an end-user of an emergency telephone service the appearance of a single national emergency call system.
(a) 85% of the calls are answered by a call-taker within 5 seconds of reaching the relevant answering point for the call; and
(b) 95% of the calls are answered by a call-taker within 10 seconds of reaching the relevant answering point for the call.
(i) the emergency call person for 106 must have access to the information mentioned in sections 39, 40 and 41 when a call-taker receives the call; and
(ii) the call-taker must be able to give the information to the appropriate emergency service organisation in the course of relaying the call to the organisation; and
(a) will give a call-taker automatic information about the public number from which the call is made; and
(2) The provider is not required to ensure that the service will give the call-taker the public number from which the call is made if:
(a) the end-user has made the call:
the provider must ensure that the service gives a call-taker all the relevant information that is available about the end-user’s approximate location in accordance with Industry Guideline ACIF G557:2007 Standardised Mobile Service Area and Location Indicator Register, published by Communications Alliance Ltd and as in force from to time.
(4) If an emergency call is made using the emergency service number 000, 112 or 106 on a fixed local service, the provider must ensure that the service gives a call-taker the following information:
using an appropriate code from Industry Guideline ACIF G557:2007 Standardised Mobile Service Area and Location Indicator Register, published by Communications Alliance Ltd and as in force from time to time.
(a) the location of the end-user;
Note: Subdivision 3.1.3 specifies obligations for the handling of emergency calls by emergency call persons.
53 Free access by end-users
(2) The provider must give each end-user of the service access to emergency call services free of charge.
Division 7.1 Keeping records
(b) the number of calls that were delivered to the relevant answering point for the call but abandoned by the end-user before a call-taker responded;
(c) the number of calls that were answered by a call-taker 5 seconds or less after delivery to the relevant answering point for the call;
(d) the number of calls that were answered by a call-taker 10 seconds or less after delivery to the relevant answering point for the call;
(e) the number of calls that were answered by a call-taker more than 10 seconds after delivery to the relevant answering point for the call;
(f) the number of calls that were answered by a call-taker but not transferred to an emergency service organisation;
(m) the number of calls that were answered by a call-taker and transferred to an emergency service organisation;
61 Carriage service providers
(1) A carriage service provider must make and keep a record of the arrangements the provider makes to comply with this Determination, including a record of any agreement the provider enters into with another person to help the provider to comply with this Determination.
1 The terms of the arrangement.
2 The date of the arrangement.
3 The parties to the arrangement.
4 The duration of the arrangement.
(2) If the ACMA wishes to inspect the provider’s records:
(a) the ACMA must give the provider a written request to inspect the records specified in the request; and
(b) the provider must, not later than 7 days after receiving the request, produce the specified records to the ACMA in accordance with the request.
Division 7.2 Carriage service providers unable to keep or produce records
62 Inability to keep or produce records
(1) This section applies if a carriage service provider is unable to keep or produce a record under section 61 because of a dispute involving the provider and another person.
(2) The provider must tell the ACMA, in writing, of the provider’s inability as soon as the provider becomes aware that the provider will be unable to comply with the requirement.
(3) The ACMA must have regard to any steps the provider has taken to resolve the problem, and the speed with which the provider has tried to resolve it.
Alternate Address Flag means the field in the IPND that provides information about whether the physical location of an end-user may reliably be taken to be at the service address provided to the IPND Manager for the service.
announcement for Caller No Response Calls means a pre-recorded voice announcement that:
(a) asks the end-user to dial or press ‘55’ if the end-user requires emergency assistance; and
announcement for emergency calls means a pre-recorded voice announcement that advises the end-user that an emergency call service has been called.
announcement for non-emergency contacts means a pre-recorded voice announcement that explains how to find any person or organisation’s telephone number.
announcement for number check means a pre-recorded voice announcement that advises the end-user to check the number.
announcement for State and Territory emergency services means a pre-recorded voice announcement that includes:
Australian-based terrestrial network means a telecommunications network that:
(a) is not satellite-based; and
(b) is based in Australia.
Caller No Response Call means a call made to an emergency service number by an end-user who, when asked at least twice by the call-taker if police, fire or ambulance is required, has not responded, or has not indicated in another way, that police, fire or ambulance is required.
call-taker means an individual, employed by:
emergency call means a call made to an emergency service number, during which a response is sought from an emergency service organisation to deal with a time-critical event:
end-user’s State or Territory means the State or Territory from which the call is being made, according to the information available to the call-taker.
Note 2 A location independent communications service includes a carriage service using Voice over Internet Protocol (VoIP). VoIP means a protocol for transmitting voice calls over packet-switched data networks, also called internet protocol telephony, that enables voice communication to be transmitted via the internet, with or without a computer and modem.
(a) for a call to the emergency service number 000 or 112, the point in the network of the emergency call person for 000 and 112, after the point at which the announcement for emergency calls is played, at which a call-taker is physically able to respond to the call; and
(b) for a call to the emergency service number 106, the point in the network of the emergency call person for 106, after the point at which the announcement for emergency calls is played, at which a call-taker is physically able to respond to the call.
Note A satellite service may be used to provide a fixed or mobile service to an end-user.