Emergency Call Service Determination

Changes to the Telecommunications (Emergency Call Service) Determination

The Australian Communications and Media Authority (ACMA) has recently updated the Telecommunications (Emergency Call Service) Determination 2019 (the Emergency Call Service Determination) to address concerns about mobile phones that may not be able to connect to the ‘Triple Zero’ emergency call service, due to the shutdown of 3G mobile networks in Australia. Under the Emergency Call Service Determination, we are required to notify affected customers and provide them with information about alternative mobile phones that are available. This page sets out the information that we are required to provide under the Emergency Call Service Determination.

What's changing?

Under the updated Determination, which came into effect on Monday 28 October 2024, we are required to block mobile phones that can no longer call Triple Zero (000).

This change was made because there were some mobile phones still in use that require access to a 3G network to call Triple Zero. The Government wishes to encourage people who may not be aware they have this type of phone to upgrade so all mobile customers continue to have ongoing access to Triple Zero.

Customers using affected mobile devices (3G voice or VoLTE-capable but require 3G for Triple Zero) are blocked from accessing Telstra’s network and won’t have access to voice or data services until they upgrade to a new handset.

For more information, visit ACMA's rules to support continued access to Triple Zero. 

How does the closure work?

From 12.01am 28 October 2024, we blocked impacted devices to ensure we’re complying with the updated Determination. If you are impacted, it is important to upgrade to a new handset to ensure service continuity.

To find a new phone that will keep you connected to our 4G/5G network, explore our devices or low-cost mobile phones.

Need further support?

We have a range of payment assistance options available like giving you more time to pay, or a tailored payment plan. Learn more about payment assistance.

Frequently asked questions

To find out if your device was blocked, try our blocked devices checker. If it was, you’ll need to upgrade to a compatible device.

Explore our devices

Pre-Paid customers: If your mobile device was blocked from the Telstra Mobile Network on 28 October, we have cancelled any existing Auto Recharge payments. If you do not upgrade your mobile, your service will be disconnected in six months and you may lose your mobile number.

Other customers: If your mobile device was blocked from the Telstra Mobile Network, we are not charging for your service. If you do not upgrade your mobile, your service will be disconnected from 20 November and you may lose your mobile number.

If your device has been blocked from 28 October, upgrade your mobile or contact us for help.

Blocking from our network is done at the Type Allocation Code (TAC) level. The TAC is the first 8 digits of your device IMEI which identifies the device type. It doesn’t distinguish between who you are or where you’re from, like a ‘per device’ IMEI solution would. Given the sheer volume of devices, it’s not currently feasible or practical for Telstra to manage blocking individually, which is why it’s done at the TAC level. Because of this, it’s not possible to remove the block only on a single device.

At Telstra, we use multiple data sources to classify devices accurately. Since there's no industry-wide, single source of truth, we continuously refine and validate our methods. These include:

  • Industry data: We include data from the GSMA (an international body that represents the telecom industry) to initially determine the capabilities of device types and models. We cannot solely rely on this database and further validation is required.
  • Telstra device testing: All devices sold through Telstra channels undergo rigorous testing to ensure compliance with our network, including voice, data and emergency calling capabilities.
  • Observed device behaviour: We analyse actual device behaviour using call data records, network engineering data and various other sources to aggregate information down to the device model (TAC) and software (SVN) level. This helps us determine if customers need to upgrade their device, software, or change settings.
  • Vendor attestation: We get confirmation from device manufacturers and cross-check with our observations.

Telstra are not able to verify compatibility with devices that have had aftermarket modifications.