While telcos have begun to switch their 3G network over to 4G, the federal government believes customers with certain 4G handsets may unknowingly believe their device is unaffected.
Certain 4G handsets bought overseas and brought into Australia were found to be configured to rely on 3G for Triple Zero calls despite using 4G for most of its services.
About 740,000 Australians are estimated to have an affected device.
“Supporting Australians’ access to Triple Zero is critical,” Communications Minister Michelle Rowland said.
“While the government supports the safe switchover from 3G, it is important Australians are aware that some devices in the mobile market are not appropriately configured to contact emergency services on the 4G network.”
TPG began its 3G shutdown this year on January 30 while Telstra is set to begin on June 30 and Optus on September 1.
The federal government has now called on the three major telcos and the peak industry body the Australian Mobile Telecommunications Association to join a Working Group to make the switchover safer.
It will require the industry to better identify and contact impacted customers, improve public information and contact points and provide regular advice to the government on the number of potentially affected devices and customers.
The Department of Infrastructure, Transport, Regional Development, Communications and the Arts will have observer status.
“The government will continue to monitor this issue closely and consider options under law if warranted in the public interest,” Rowland said.
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Anyone with concerns should contact their provider and avoid testing Triple Zero calls.
The concern comes after the recent death of a Melbourne customer, who was unable to dial Triple Zero and reach paramedics in an outage this month.