Emergency Calling Publication Suite
C525:2017 Handling of Life Threatening and Unwelcome Communications
Provides standard procedures for the cooperative handling (including call tracing) by carriers, carriage service providers and the national relay service provider of communications across networks that are life threatening or connected with a pattern of unwelcome communications. The Code also outlines when carriers, carriage service providers and the national relay service provider can deal with unwelcome call complaints relating to non real-time communications such as SMS, MMS and email.
The Code was revised in 2017 to address:
- Patterns of Unwelcome Communications from a single A-Party using multiple communications paths to the same B-Party;
- the need for rules and procedures for managing Unwelcome Communications to Helplines, by adding a new chapter; specifically, for Helplines;
- handling Unwelcome Communications via an Over The Top service;
- changes to reflect industry processes for improved management of Life Threatening and Unwelcome Communications as well as the development of new and emerging technologies; and
- the need to clarify some of the existing Code content and greater clarity around the processes by inclusion of additional notes and flowcharts
In conjunction with this revision, two Industry Guidance notes have been developed. The first is a guide for Customers Process Industry Guidance Note IGN010 2017 and the second sets out the agreed thresholds for complaints to Helplines.
To access the processes set out in chapter 5 of this Code, Helpline organisations are required to complete an online submission form to be registered on the Helpline Register maintained by Communications Alliance.
Register: Please enter your Helpline details here Submission Form
C536:2011 Emergency Call Services Requirements - Incorporating Amendment No.1/2015
Specifies the obligations of carriers and carriage service providers to customers, emergency service organisations and emergency call persons.
In 2015 the following amendments were made:
- removal of Customer Information clauses relating to emergency services obligations for prepaid calling cards, with these clauses being moved to Prepaid Calling Card Industry Guideline (G640:2015); and
- Emergency Call Service reporting requirements amended to remove the mandatory reporting obligation.
Specific details of the above amendments are set out in Appendix H.
Explanatory Statement (.pdf, 117 kb)
This document provides background information about the development of the Emergency Call Services Requirements Code.
G557:2014 Location Information for Emergency Calls
G557.3:2014 (.pdf, 276 KB) see Note below
Part 1 is an Index that describes the parts of G557.
Part 2 is the Standardised Mobile Service Area (SMSA) and Location Indicator Register. It is a pack of 5 compressed files (3,621KB) that define the SMSAs for use in the interim signalling of mobile caller location and 3 digit 'ABC' codes for caller location. These files were prepared in MapInfo (TM) and you will need relevant software to be able to read/view the files. For those unable to view map files there are also some spreadsheets with summary information available from this webpage.
Part 3 is the Location Independent Communications Service Location Indicator for Emergency Services Signalling Guideline (previously G629:2009). It specifies the industry procedures for the transfer of location information for Location Independent Communications Service (LICS) Services to Emergency Service Numbers.
NOTE: G557.3:2014 contains an editorial error in Table 1. The 'ABC' code for the rows in Table 1 other than "Nomadic Location Indicator" should be 98n, not 99n, where n is a digit. The use of 98n for "Nomadic" VoIP services is consistent with the 'ABC' code for "Location Independent Communication Services" in the spreadsheet 'List of SMSA and ABC Codes 22Apr09' (available above). The 99n 'ABC' codes are used for "Fixed Local Services". Communications Alliance is working to update G557.3 and correct the error.
Part 4 is the Mobile Location Information (MOLI) Processes For Emergency Calling And Rescue Coordination Guideline (previously G643:2012). It describes the processes to provide location information for an Emergency Call on request from an Emergency Service Organisation or the Australian Maritime Safety Authority.
Part 5 is the Push Mobile Location Information (MoLI) Interface To Enhanced Calling Line Identification System (ECLIPS) Specification. It defines an interface for the transfer of Push MoLI between a Mobile Carrier and ECLIPS for an Emergency Call.
G557:1999 (.zip, 3,241 KB) was a set of 46 compressed files that defined the SMSAs. It complemented G530:1999 Mobile Location Indicator for Emergency Services and G532:1999 Mobile Location Indicator - 13/1300/1800.
At the same time in 2002, two spreadsheets were made available for download:
- a list of all SMSA and ABC Codes (38KB); and
- a list of all SMSAs and the respective Codes that adjoin each SMSA (86KB).
In 2006 the spreadsheet with the list of SMSA Codes was updated and published. This modified the description of existing '98x' and '99x' ABC codes (used for VoIP, nomadic and fixed services) and made no changes to ABC codes for calls from mobiles. Therefore the spreadsheet with the list of adjoining SMSA Codes was not affected by the modifications.
In 2007 Communications Alliance updated the maps to remove unnecessary information. There was no change to the 3 digit ABC codes or to the list of adjoining areas.
In 2009 Communications Alliance updated the list of SMSA and ABC Codes to:
- replace “For Nomadic Services” with “For Location Independent Communications Services” as the heading for the 3 digit ‘ABC’ codes 98x for consistency with the amended Telecommunications (Emergency Call Service) Determination 2002;
- explicitly define as “Unallocated” the previously unallocated 3 digit ‘ABC’ codes within existing ranges of codes; and
- add “QLD” as the State/Territory field for the 3 digit ‘ABC’ code 565.
G557:2009 replaced G557:2007 and complemented G629:2009 Location Independent Communications Service Location Indicator for Emergency Services Signalling Specification which became Part 3 of G557:2014.
An associated document G606:2002 Standardised Mobile Service Area (SMSA) Register - Management Processes is available for download. It defines the processes and procedures relating to the management of the SMSA Register.
G596:2013 Communication Support for Emergency Response
The purpose of this Guideline is to provide a standard procedure for the cooperative handling by Carriers and Carriage Service Providers of incidents that require the coordination and communication support of Emergency response.
G643:2012 Mobile Location Information (MoLI) Processes for Emergency Calling and Rescue Coordination
Describes the processes to be used by Mobile Carriers to provide the location information of an active mobile device to an Emergency Service Organisation or the Australian Maritime Safety Authority in response to an authorised request about an Emergency Call.
The content of G643:2012 now appears in Part 4 of G557:2014.
G629:2009 Location Independent Communications Service Location Indicator for Emergency Services Signalling Specification
Specifies the industry procedures for the transfer of correct caller location information from Location Independent Communications Service (LICS) Service Providers and their respective Transit Service Deliverers to the Emergency Call Person for LICS calls to Emergency Service Numbers.
The content of G629:2009 now appears in Part 3 of G557:2014.