Can Your Mobile Still Call Triple Zero?
Can Your Mobile Still Call Triple Zero?
Australia’s mobile networks have moved beyond 3G, but the change has exposed a serious issue: some mobile phones that appear to work on 4G or 5G may still be unable to make an emergency call to Triple Zero (000).
To protect public safety, the Australian Communications and Media Authority (ACMA) has introduced and strengthened rules requiring telecommunications providers to identify incompatible devices, notify affected customers and prevent mobile services from operating on phones that cannot reliably reach the Emergency Call Service.
The rules also strengthen how mobile networks must handle emergency calls during outages and how telcos communicate with customers when a significant or major outage occurs.
A phone that connects to data or shows a 4G or 5G symbol is not automatically guaranteed to support emergency calling correctly.
How can a 4G or 5G phone be incompatible?
Some phones were designed for overseas networks, rely on older calling technology or use software that does not correctly support emergency calling on Australian mobile networks. This can affect older devices, imported handsets, second hand phones and some models that require a software update.
A device may be affected when it:
- is a 3G only phone, which can no longer connect after the closure of 3G networks
- uses 3G for voice or emergency calls even though it supports 4G data
- does not support the required Voice over LTE, commonly called VoLTE, settings for its mobile network
- cannot make an emergency call through another available network when its usual network is unavailable
- uses unsupported network settings, outdated software or firmware
This is why compatibility is about more than the phone’s age or the network symbol shown on the screen. The device, software, network configuration and emergency calling behaviour all matter.
What do ACMA’s new rules mean for you as a customer?
Do not ignore a device warning
A compatibility notice is a public safety message, not a routine upgrade promotion. Your phone may continue to show signal or use some functions before it is blocked, but that does not mean it can reliably call Triple Zero.
A compatibility notice is a public safety message, not a routine upgrade promotion. Your phone may continue to show signal or use some functions before it is blocked, but that does not mean it can reliably call Triple Zero.
If you are setting up a new mobile service, your provider will not be able to activate it on a device that cannot access Triple Zero. These protections exist to make sure no customer is left without emergency access when it matters most.
- If financial hardship is a barrier, ask your provider about payment assistance arrangements that include handset support.
- You may be able to access information about affordable or no-cost replacement handsets if your phone cannot be made compatible.
- You will receive guidance on the right steps to take — including whether a software update or a new device is needed.
- You will be notified again if the issue has not been resolved within a set timeframe.
- You will receive a clear notification if your device is found to be incompatible with Triple Zero.
- Your device will be checked to confirm it can reach Triple Zero on its current network.
How to quickly check your device: You can easily verify your handset’s compatibility by texting the number 3 to 3498. This is a free, official industry service that will instantly reply confirming if your mobile phone is safely configured for Triple Zero calls.
What should you do if your phone is identified as incompatible?
- Read the message carefully. Confirm which mobile service and device are affected.
- Update your phone’s software. Some devices become compatible after installing the latest approved software or carrier settings.
- Follow your provider’s compatibility instructions. Device support can vary by network, model and software version.
- Replace the device if an update cannot fix the issue. Choose a phone confirmed to support emergency calling on the Australian network you use.
- Contact your provider promptly if cost is a barrier. Ask about low cost options and payment assistance that may be available.
- Keep your contact details current so you do not miss important safety notices sent by SMS,
What happens to Triple Zero calls during a mobile network outage?
Mobile phones have an emergency “camp on” capability. When your usual provider’s network is unavailable, a compatible phone can attempt to carry a Triple Zero call through another mobile network that has coverage in the area.
ACMA’s strengthened outage rules, which commenced on 1 November 2025, require carriers to take additional steps to protect emergency calling. This includes making failed network facilities stop presenting themselves as available when they cannot carry an emergency call, so a phone can search for another available network. Carriers must also test emergency call delivery and provide real time information to emergency service organisations and relevant authorities when outages affect emergency calling.
However, emergency camp on is not a satellite service and it is not a guarantee. A mobile phone still needs coverage from at least one Australian mobile network. If no network is available or the phone itself is incompatible, a mobile call to 000 cannot be completed.
