Mabel could not call Triple Zero when travelling in regional WA

The issue

Mabel* has a mobile service with KoalaComm. Recently, her car broke down in a regional area in Western Australia while she was travelling with family. During the road trip, Mabel’s father injured his leg and needed urgent medical assistance. Mabel tried to call Triple Zero from her mobile, but the call didn’t work.

The family were stranded until a passerby called Triple Zero for them.

The investigation

A week later, Mabel questioned KoalaComm about why the emergency call did not work, but KoalaComm denied responsibility, and said mobile coverage was not reliable in the location Mabel needed to make her Triple Zero call.

The outcome

Mabel then approached the TIO for help.

*Name changed for privacy reasons.