Emergency Calling Publication Suite
C525:2023 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.
Revision
The Code was revised in 2023 to:
- Add additional clarity to the definition of Pattern of Unwelcome Communications and Unwelcome Communications;
- Include a new clause to clarify information sharing when identifying a pattern of Unwelcome Communications from an offender who has moved Suppliers;
- Reduce the time required before sending a second warning letter;
- Consider circumstances for domestic and family violence situations.
2024 Amendment
In 2024 the Code was amended to align with an amendment made to The Telecommunications Act 1997.
Two Industry Guidance notes also exist to complement the Code. The first is a Customers Process Industry Guidance Note IGN010 and the second sets out the agreed thresholds for complaints to Helplines.
Helpline Register
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
C536:2020 Emergency Call Services Requirements
The objectives of the Code are:- to ensure all end users of an Emergency Telephone Service (ETS) have Access to the ECS in case of emergencies or where a response is required from an ESO;
- to ensure the operational effectiveness of the Determination;
- to ensure that significant obligations of Carriers and CSPs, in relation to the ECS, are clearly documented and understood;
- to promote public understanding and appropriate use of the ECS (e.g. via www.triplezero.gov.au); and
- to ensure effective communications of information between relevant parties where technical issues affect the operation of the ECS.
Explanatory Statement
Explanatory Statement (.pdf, 108 kb)
This document provides background information about the development of the Emergency Call Services Requirements Code.
G557:2023 Location Information for Emergency Calls
List of SMSA and ABC Codes 13Decc23 (.xls, 39 KB)
List of Adjoining SMSA Codes 03Jul02 (.xls, 86 KB)
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 (originally G629:2009). It specifies the industry procedures for the transfer of location information for Location Independent Communications Service (LICS) Services to Emergency Service Numbers.
Part 4 is the Mobile Location Information (MOLI) Processes For Emergency Calls 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 Emergency Call Person Platform (ECPP) Specification. It defines an interface for the transfer of Push MoLI between a Mobile Carrier and ECLIPS for an Emergency Call.
Part 6 is the Advanced Mobile Location (AML) Guideline. It defines the arrangements for the transfer of AML information, associated with an emergency call, between a Mobile Carrier and the Emergency Call Person for 000 and 112.
Part 7 is the International Emergency Assistance Call Monitoring Centres Guideline. It specifies the requirements for International Originated Emergency Assistance Calls originating from International Emergency Assistance Call Monitoring Centres e.g. for eCall.
History: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 (now withdrawn) and G532:1999 Mobile Location Indicator - 13/1300/1800 (now withdrawn).
In 2002 ACIF updated and published several component files in G557 as G557:2002 supplement (.zip, 924 KB). These files replaced the corresponding files in G557:1999.
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 later became Part 3 of G557 (i.e. G557.3:2014).
In 2017 G557.3:2017 replaced G557.3:2014 to correct some editorial errors.
In 2019 Communications Alliance published G557.6:2019 to support the planned introduction of AML in Australia.
In 2020 G557.4:2020 (incorporating Variation 1/2020) replaced G557.4:2014 to update the Guideline with current Mobile Carrier information processes.
In 2021:
- G557.1:2021 replaced G557.:2019 to reflect the updates to Parts 5 and 6;
- G557.5:2021 replaced G557.:2014 to (i) update the document references from the ‘ECLIPS’ system to the current emergency calling arrangements; (ii) include 4G mobile technology; and (iii) include support of international CLI; and
- G557.6:2021 replaced G557.:2019 to reflect learnings from the introduction of Advanced Mobile Location (AML) in Australia.
In 2022 G557.3:2022 replaced G557.3:2017 to update document references and make editorial clarifications.
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.
In 2023 G557.4:2023 replaced G557.4:2020 (incorporating Variation 1/2020) to update the Guideline to address an extra digit in Triple Zero job numbers.
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.
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.