New technology to zero in on emergency calls

Callers in emergency situations will now have their locations automatically sent to 000 as part of new capabilities from Telstra, Optus, Vodafone and emergency services.

The news means anyone calling 000 from a mobile phone will now automatically send enhanced location information about the caller based on the adjacent mobile cell tower sites to Police, Fire and Ambulance Services.

It's understood the enhanced location information has the potential to save time in locating and reaching people in life-threatening emergency situations.

The capabilities come via a collaboration between telcos with support from the Australian Communications and Media Authority, the Telecommunications Universal Service Management Agency and the Department of Communications.

Communications Alliance chief executive John Stanton said the improvements would allow emergency services to access additional location information on a caller’s whereabouts in emergencies.

“Currently mobile calls account for around 66 per cent of calls made to Triple Zero. Until now, emergency calls from mobile phones have not automatically provided location information in relation to the adjacent mobile cell towers that the emergency call is being made from,” said Mr Stanton.

“This is not an issue for the majority of mobile calls made to Triple Zero, as in most cases the caller can tell the emergency service organisation where they are located, but there are times when callers are distressed, injured, confused or unfamiliar with their surrounding environment – making it difficult for them to report their location.”

“The ACMA has been keen to facilitate this initiative and welcomes the introduction of this new industry capability. We recognise the investment of significant resources and expertise by the mobile carriers and national Triple Zero service operator to deliver this important public safety initiative” said ACMA chairman, Chris Chapman.

“The progressive implementation of these new capabilities by emergency service organisations over the next nine months is expected to deliver further public benefit and assist in reducing the emergency response times for emergency callers as information about the location of the caller relative to the adjacent mobile cell towers is automatically sent to the emergency service organisations with the corresponding customer information” Mr Stanton said.

Mr Stanton said it was still important for callers to describe their location when making an emergency call as the carrier’s best fix on location will identify an approximate area for caller location which will vary depending on the number of mobile cell towers in an area and surrounding terrain.

Telcos have indicated they will implement the enhanced location information over the approaching summer months and wet season.

Communications minister Malcolm Turnbull announced a review to improve Australia's emergency phone line service by making better use of mobile technologies in July this year, though this is a separate development to that review.