Ahead of a senate hearing into last month's triple-zero outage, fresh evidence has emerged of phone users failing to connect to emergency services. One woman has spoken about the terrifying night she was unable to reach police after being robbed. Experts say calls can fail for multiple reasons and must be properly investigated.
00:00Melbourne woman Kelsey was home alone last month when intruders woke her.
00:07I saw a light moving all around this hallway.
00:10They saw she was awake and fled.
00:12When Kelsey tried to call triple zero the calls repeatedly failed.
00:16I'm like hyperventilating like crying like oh my god this is supposed to work.
00:21Kelsey messaged a relative for help.
00:23They called the police who arrived too late to catch the men.
00:27She's a customer of American telco T-Mobile which routinely connects to Optus using international roaming.
00:35Although investigations are yet to confirm that occurred on the night in question.
00:40It is really scary to think that it could happen again.
00:44The Greens will use a Senate inquiry to demand answers about triple zero failures.
00:50If people can't call triple zero the government, the regulator, the company is failing to keep people safe.
00:58The emergency call crisis has prompted the Federal Government to force telcos to record outages on a public register and triple financial penalties.
01:08If you take your phone.
01:09Craig Anderson wants the government to make getting help as easy as sending a text message to triple zero.
01:15Having an alternative that is non-voice would be received well and would assist a reasonable portion of the community in feeling as though they have help at hand.
01:28T-Mobile told the ABC it was investigating Kelsey's case.
01:32Optus says there was no network outage when she was attempting to ring triple zero and didn't have a record of the calls.
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