- A Sydney customer died after their outdated Samsung phone failed to connect to Triple Zero emergency services, according to TPG Telecom.
- TPG is now under investigation by the Australian Communications and Media Authority (ACMA) for the incident.
What happened: Failed emergency call linked to outdated phone software
On November 13, a Sydney-based customer using TPG Telecom’s “Lebara” service died after an emergency call failed to connect to Triple Zero, Australia’s emergency services number. The incident involved a Samsung mobile phone that was running outdated software, according to TPG.
The incident, which occurred in the midst of a public outcry over telecommunications failures, has drawn sharp criticism of mobile providers’ responsibility to ensure reliable emergency access. TPG confirmed there was no network outage at the time, but early investigations suggest the failure was linked to the outdated software on the Samsung device.
TPG Telecom, Australia’s third-largest carrier, was alerted to the incident on November 17 by the state’s ambulance service. Local media reports indicate that the call was placed by a relative of the deceased, who could not receive the help they needed in time.
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Why it’s important
This tragic event is part of a wider trend of emergency call failures that have raised concerns about the state of Australia’s telecommunications infrastructure. Just two months ago, a similar situation at Optus, Australia’s second-largest carrier, resulted in multiple emergency call outages that affected thousands of people, leading to four fatalities and sparking a parliamentary inquiry into the company’s operations.
The incidents have increased pressure on telecom companies to ensure uninterrupted access to Triple Zero and to address the risks posed by outdated mobile devices. Industry regulator ACMA has launched an investigation into TPG Telecom’s handling of the situation. With public scrutiny growing, this case highlights the urgent need for telecom providers to ensure their customers have the latest software updates and reliable emergency service access.
The growing number of these failures highlights the critical need for reform within the Australian telecom industry to avoid future tragedies.
