How we can help: Calls to Triple Zero not working
You can find the latest information from Optus here: Our response to the Triple Zero call failures
What you can do if Triple Zero does not work
If you can’t connect to Triple Zero when you need it and you are in a life-threatening situation, call:
- 112 – International standard emergency number, or
- 106 – Text or call Emergency Relay Service (free number):
- You will be asked if you want police (type PPP), fire (FFF) or ambulance (type AAA). Speak and Listen (or voice carry over) users just need to say 'police', 'fire' or 'ambulance' to the relay officer.
- The relay officer will dial the correct service and stay on the line to relay your conversation.
- You will be asked to confirm your address.
You can also call specific emergency service phone numbers for your area. We suggest saving the number of your local police, hospital, ambulance or fire brigade in your phone.
Please contact your phone provider first
If you tried to call Triple Zero and could not get through, contact your provider to report the issue.
If you are an Optus customer and were affected by the Triple Zero failure on Thursday 18 September 2025, dedicated support is available through Optus’ specialist care team.
Optus Specialist Care team: 1800 470 291
Open between 8am – 8pm AEST Monday – Friday, and on Saturday between 8am – 4pm (closed on Sunday).
If you need help, contact us
If you could not call Triple Zero and you can’t contact your provider, or you aren’t satisfied with your provider’s response, contact us.
You can call us on 1800 062 058 or use our online complaint form. You can also contact us using an interpreter, including Auslan or the National Relay Service. If you prefer, you can make a complaint by email fax or post.
How we can help
First, we’ll send the complaint to your provider and ask for a quick response. We expect your provider to investigate the issue and respond to your concerns.
If your provider doesn’t address your concerns and you still need help, come back to us. We’ll consider what a fair and reasonable outcome looks like on a case-by-case basis and work with you and your provider on a resolution to your problem.