International Training Program

Transcription

1 International Training Program Emergency Call Service Peter Sutton

2 Emergency? Who do you call?

3 Australia s Emergency Call Service The Emergency Call Service (ECS) is a national service that is free to end-users to obtain assistance from Police, Fire or Ambulance services in time-critical or lifethreatening situations, 24 hours a day, seven days a week. Single primary emergency telephone number is Triple Zero (000). Two secondary emergency telephone numbers: 112 in recognition of the international GSM standard 106 for speech and/or hearing impaired callers.

4 Australia s Emergency Call Service model Two Emergency Call Persons Telstra (000) and the National Relay Service provider (106) ECS is for emergencies that are life-threatening or timecritical Carriage service providers supplying standard telephone services (landline, mobile, Two-way VoIP services) required to provide Triple Zero access Limited mobile coverage (geographically) Emergency roaming Customer information provided with emergency calls

5 Flow of an emergency call Subject to Emergency Call Service Determination (Carriers, Carriage Service Providers, and ECP) Not subject to ECS Determination (State and Territory ESOs) Emergency Call Person (000, 112) Emergency Police, Fire or Ambulance? Emergency Service Organisation Connecting you through Caller Voice Network - -,..t'l voice data ESO Network ECLIPS Database ECP operator ESO operator " c - acma I " 11.1,",., """, '.'-!I:ijJ ~. '. "<>m... ~' O. ". ~ " ~,,... CommItted to connecting the world

6 Emergency call statistics Call volumes for 000/112 during the period: 60% of all calls originated from mobile phones (40% from fixed line and VoIP services) Telstra Triple-Zero answered 96% of calls within five seconds and 98% of calls within ten seconds 8.8 million calls answered 5.3 million calls transferred to Police, Fire and Ambulance 3.5 million calls identified as non-emergency at initial contact Call volumes for Deaf and hearing impaired Approximately 8,000 unique National Relay Service users 333 calls relayed to emergency organisations last year

7 Customer information with emergency call The ECS draws upon customer information held in the Integrated Public Number Database to assist with emergency response. Customer name, service address and telephone number is provided to Police, Fire and Ambulance with every Triple Zero call. Where customer address is uncertain, this is flagged to emergency service operator. The IPND holds information about a customer s name, telephone number, and address, as well as several other types of information about their communication service.

8 Integrated public number database Customer data IPND Directories Research Law enforcement

9 Regulatory requirements on industry The ACMA s 2009 Emergency Call Service Determination requires carriers and carriage service providers to: Provide access to Triple Zero to end-users free of charge. Handle emergency calls with priority and with appropriate speed and efficiency. Provide accurate and up-to-date customer information to the IPND. Give emergency organisations information and assistance in relation to emergency calls.

10 Requirements on Emergency Call Persons The ACMA s 2009 Emergency Call Service Determination requires Emergency Call Persons to: Meet performance standards for speed and efficiency. Transfer calls to the appropriate State and Territory emergency organisations. Give each other reasonable assistance in carrying out their duties and responsibilities. Give emergency organisations information and assistance in relation to emergency calls.

11 Issues Two of the key issues on which the ACMA is working with industry and emergency organisations are: Reducing the number of non-emergency calls to Triple Zero. Enhancing mobile location information available to emergency organisations. The ACMA is also working with emergency organisations in promoting Triple Zero.

12 Reducing non-emergency calls to Triple Zero Measures introduced to reduce the number of non-emergency calls to Triple Zero include: The introduction of a recorded voice announcement, alerting callers that they have contacted Tripe Zero. Since December 2008 this has led to a 25 per cent reduction in calls to Triple Zero. From 10.3 million to 8.8 million in The implementation of an ACMA endorsed industry initiative to target those callers who repeatedly make deliberate inappropriate calls from mobile calls. SMS warnings are sent and services may be suspended or cancelled if the behaviour continues.

13 Can you be found in an emergency? " c - acma Comm.tted to connecting the world

14 Enhancing mobile location Information The ACMA is proposing to include new requirements on mobile carriers to: Provide the most precise location they have available on request from an emergency organisation (as a minimum the coverage area of the mobile cell). Resolve emergency call location queries with the highest possible priority. The obligations will only apply where callers are unable to tell the emergency operator where they are calling from (estimated to be less than 1% of callers). The ACMA is exploring with industry the potential for providing enhanced mobile location with every emergency call.

15 Promoting Triple Zero High level of awareness of the Triple Zero number (94 per cent awareness among Australians) Shared responsibility for promoting Triple Zero (Police, Fire, Ambulance services, telecommunications industry and the ACMA) Recent initiatives include: Online Triple Zero game that teaches children how to use the Triple Zero service (triplezero.gov.au). 150,000 visitors and 350,000 games played since in May 2010 Triple Zero postage stamps Development of post cards