Consumer experiences contacting Triple Zero: Snapshot Report

In March 2026, ACCAN’s Consumer Sentiment Tracker, conducted with Essential Research, identified that 1 in 10 Australians reported they or a family member were unable to contact Triple Zero from a mobile phone due to a mobile outage. 

Triple Zero is a life-critical infrastructure, with limited data available on calls which do not connect. ACCAN and Essential Research conducted the Triple Zero Experience Survey in May 2026 to further explore consumer experiences contacting Triple Zero from a mobile phone. This report is intended as a high-level summary of some key questions and findings. A full detailed report will follow.

Some of the high-level findings from the Snapshot Report are:

• The finding from the Consumer Sentiment Tracker survey is confirmed. Two independent surveys, conducted three months apart, produce a consistent result.

• Among the 17% of Australians who had genuine reason to contact Triple Zero in the past 12 months, 18% could not connect on their first attempt.

• The failures reported were varied, including delays before reaching an operator, no dial tone, unclear audio, phantom signal where the phone showed coverage, but the call would not connect, calls dropping before anyone answered, and complete silence with no indication of what was happening.

• Trust is moving in the wrong direction. Twenty-two percent (22%) of Australians say their trust in Triple Zero has declined over the past two years, compared to only 12% whose trust has increased.

Read the snapshot report here with the full report to follow soon.