In an emergency, every second matters. That’s why all Australian mobile network operators work behind the scenes to help your Triple Zero (000) call connect.
Even when you are outside your mobile network’s coverage, a 000 call can still be made, if another mobile network is available.
Here’s how it works, the backups in place, and what to do if you’re having trouble connecting.
What happens when you call 000?
When you call 000 from an approved mobile phone, it will first try to connect using your mobile network. If your network isn’t available, your phone will try to connect to another mobile network, if available. This is known as ‘emergency camp-on’.
What does ‘emergency camp-on’ mean?
If your network is unavailable, your phone looks for another available mobile network and temporarily connects to call 000. You don’t need to change any settings or do anything yourself. It works automatically at no cost to you, even without an active SIM in your phone.
What to do if your 000 call doesn’t seem to be connecting?
The ‘emergency camp-on’ process can take time to connect to another network. Generally, there will be silence on the line while this happens.
- If your initial call doesn’t connect within around five seconds, hang up and try again immediately.
- On subsequent attempts, stay on the line for up to 60 seconds to give your phone the best chance to connect via another network.
All phones are different. If ‘emergency camp-on’ is available, iPhone will show ‘SOS’ or ‘SOS only’ depending on the iOS version. Android will show ‘Emergency calls only’, ‘No service – emergency calls only’, or a small SOS icon.
If your phone shows ‘No service’, there is no mobile network coverage available where you are and you will not be able to call 000 using a mobile network.
Look for other ways to get help while you’re holding the line.
‘Emergency camp-on’ won’t work if you are outside the coverage range of all mobile networks.
In this situation:
- Use a landline phone or public phone, if available.
- Connect to Wi-Fi and use Wi-Fi Calling on your device, if available.
More information
Your safety is incredibly important. Access to 000 is a vital service, and the Australian telecommunications industry remains committed to providing reliable ways for customers to connect during an emergency.
If you cannot connect to 000, you should keep yourself safe, move away from danger if possible, help others where safe to do so, seek help from people nearby, or use any available means to contact emergency services.
For more information on connecting to 000, please visit triplezero.gov.au.