Victorian residents and emergency services experienced telecommunications outages during recent bushfires, stemming from both infrastructure failures and a specific mobile device software update. These disruptions impacted coordination for firefighters, hindered residents' ability to contact family during evacuations, and prevented some from reaching emergency services.
The incidents have renewed calls for enhanced network resilience and increased regulatory oversight of telecommunications providers.
Outages Reported Amidst Bushfires
During recent bushfires in Victoria, multiple reports emerged regarding failures in telecommunications services. Stephen Meyer, a CFA group officer, reported losing phone service while engaged in firefighting operations in the Natimuk area, which affected coordination efforts. Lachlan Hick, who lost property in the same fire, noted that elderly neighbors were unable to contact family due to a lack of mobile reception during evacuation.
Separately, residents in regional Victoria, including Emma from Harcourt and Kate from the Strathbogie Ranges, reported losing mobile phone service. Kate specifically stated she was unable to send texts or connect to Triple Zero (000), Australia's emergency services number. Emma's property was also affected by nearby bushfires. Kate, a Telstra Priority Assist customer due to a medical condition, reported seeking answers from Telstra and Apple without immediate resolution.
Identified Causes and Company Responses
The reported outages stemmed from various causes:
Infrastructure Failure
Telstra confirmed a power outage at its Mount Arapiles mobile site, which serves Natimuk. This was attributed to a mechanical fault in the back-up generator operating under extreme weather conditions. Services were restored the following day after the site could be safely accessed. Optus reported that 112 of its mobile sites were affected by extreme heat and bushfires in Victoria, with all now fully restored. Optus sites are designed with a minimum of four hours of battery back-up.
Software Update Impact
Some Telstra customers using iPhone 8, 8 Plus, and X devices experienced service loss after installing a software update. Telstra issued an apology regarding the experiences of affected customers like Emma and Kate. The company stated it investigated the issue with Apple, communicated with customers, and briefed customer care teams. Kate was offered an immediate transfer to emergency services if she felt at risk. A day after initial reports, Telstra and Apple provided instructions for resolving the problem through an operating system update.
Calls for Resilience and Regulatory Scrutiny
The outages have led to renewed advocacy for improved telecommunications resilience during natural disasters. Federal MP Helen Haines has proposed implementing temporary disaster roaming, which allows cross-network usage when one network fails, and ensuring mobile phone base towers have reliable back-up power.
Carol Bennett, Head of the Australian Communications Consumer Action Network (ACCAN), expressed concerns that self-regulation within the telecommunications sector may not be effective, suggesting customers should not be responsible for resolving such problems and emphasizing the need for clear communication and resolution from providers.
Ms. Bennett cited a risk of further Triple Zero connection failures without increased government and regulatory action.
National Farmers' Federation president Hamish McIntyre has supported both the universal outdoor mobile obligation and temporary disaster roaming, highlighting the critical role of communication for farmers and local emergency responders during crises.
Industry Initiatives and Government Oversight
Industry and government initiatives are underway to address network resilience:
Disaster Roaming
Temporary disaster roaming is currently available for Triple Zero calls but has experienced failures during previous Optus outages. Telstra, TPG, and Optus commenced trialing disaster roaming in November 2023. The federal government has been collaborating with the industry on this initiative since 2023, following recommendations from multiple inquiries. Telstra has acknowledged potential challenges, such as preventing network overload on surviving networks, as possible issues for disaster roaming.
Government Investment
The federal government has invested in programs to enhance telco network resilience, funding back-up batteries and generators for infrastructure.
Future Coverage
The government plans to launch a universal outdoor mobile obligation in December 2027, which aims to ensure phone call and text coverage, partially utilizing satellite technology.
Triple Zero Oversight
The reliability of connecting to Triple Zero services has been under scrutiny since a major Optus outage in 2023, which was linked to two deaths.
The Triple Zero Custodian's legislative powers, which include responding to outages interrupting emergency calls, became effective four months prior to the Optus incident. Device compliance and Triple Zero disruption notifications were identified as key priorities by the Custodian at that time. The office of the Triple Zero Custodian monitors matters affecting Triple Zero and escalates issues with the Australian Communication and Media Authority (ACMA) and industry as needed. The federal communications minister's office affirmed continued work by the Custodian and ACMA to strengthen the Triple Zero system and hold telcos accountable. A Senate inquiry into the Optus Triple Zero outage from September 2023 is expected to release its report in March 2024.