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Delivering Australia’s emergency lifeline of the future

Telstra News

Posted on October 10, 2019

3 min read

More than 8.9 million calls are made to Triple Zero every year. We want to make sure that every single one of those calls for help is given the best possible service in the hour of need. That’s why we’re making a series of enhancements to this vital service, to better ensure assistance gets to you when you need it most.

A national priority

Telstra has been responsible for answering Triple Zero calls and transferring them to emergency service organisations from the start – 58 years and counting – and it’s a responsibility we take extremely seriously.

Before the early 1960s you had to scramble to find the numbers of your local emergency services when you were in trouble. So one simple, central number was launched in 1961.

To ensure calls got where they needed to go, Triple Zero (000) was chosen as the automatic routing number that would direct these critically important calls to vital help.

Even the number itself was chosen for its simplicity: 0 was the closest number to dial on old rotary phones in an emergency, meaning it was the fastest number you can dial when you’re in a crisis.

A lot has changed since we picked up the first call.

Our commitment to fast and easy access to emergency services continues into the 21st century, and now we’re working to deliver the emergency lifeline of the future.

Driving the future of Triple Zero

Today we opened a new 24-hour Triple Zero contact centre in Adelaide, which links with our two other Victoria- and New South Wales-based centres.

A third contact centre allows us the flexibility to bring in additional resources during peak periods, like a major incident or natural disaster, and upscale in the future while also providing an extra layer of assurance for the community.

All our Triple Zero contact centres are designed to ensure the first available Telstra agent answers the caller as quickly as possible, regardless of where the call comes from.

New digital platforms are a key element of our T22 strategy, and specially designed software that provides better usability, flexibility and stability for operators now, while also enabling future capabilities, is being rolled out to all three centres.

Imagine one day being injured while bushwalking and being able to video call emergency services for help, giving them vital information about your injuries. Meanwhile, rescue crews are already heading your way thanks to enhanced location data capabilities. What if you could discreetly text authorities when calling isn’t an option, such as in a domestic violence situation? Our new digital platform will be able to support enhanced features like these as technology continues to advance.

The Solacom Guardian platform we’re implementing for Triple Zero is used worldwide, and supports public safety agencies affecting millions of lives annually.

We know every second counts in an emergency and we will continue to work with relevant authorities to further improve Triple Zero.