Telstra server migration cut access to emergency number

Telstra accidentally disabled an emergency call service for people with hearing and speech impairments last year after a server migration.

The 106 service, which can be used with a teletypewriter (TTY) or a device for the deaf, was inaccessible for almost 13 hours between July 5 and 6 last year.

No emergency calls were made to the service during the outage, but it did not step the Australian Communications and Media Authority (ACMA) from penalising Telstra $18,780, the maximum amount possible in the circumstances.

Telstra has also committed “to improve its relevant change management processes and engage an independent reviewer to look at the range of operational arrangements that support reliable delivery of the 106 emergency call service.”

“Telstra will implement any reasonable recommendations of the review, develop and provide staff training, and report regulatory to the ACMA on its progress implementing these undertakings,” the ACMA said in a statement.

Under emergency call service rules, carriers must maintain the proper and effective functioning of their networks and facilities that are used to carry emergency calls.

A Telstra spokesperson acknowledged the incident and said it would focus on ensuring a repeat could not occur.

"While no emergency calls failed during the disruption on July 6, 2024, we understand the critical importance of maintaining reliable emergency call services and the potential consequences of any disruption," the spokesperson said.

"We fully accept the findings of the ACMA and have committed to an independent review of our change management processes and operational arrangements to ensure such a mistake doesn’t happen again."