Several failed triple-zero calls during a fatal farm fire were not caused by the closure of the 3G mobile network, according to a Telstra investigation.
The telco investigated reports that emergency calls failed or dropped out during a fire in a paddock at Goohli, in northwest New South Wales (NSW), on Dec. 14, 2024.
A 39-year-old man who had been operating machinery on the property was flown to Royal North Shore hospital with burns, but died the next day.
The incident had been raised at Senate hearings investigating the effect of the 3G mobile network closure.
Shanyn Sparreboom, a senior public servant from the federal communications department, on Feb. 12 told the inquiry Telstra advised the government of the incident and prepared a report.
It found eight calls were made to triple zero on that day, three of which did not connect due to poor signal strength, Sparreboom said.
A Telstra statement said its investigation found the failed calls—including some from other mobile providers—either cut out or did not connect.
“These calls were made in areas with traditionally poor to no coverage and not related to the closure of 3G,” the statement to AAP said.
Its investigation found its 4G upgrades in the region allowed the other calls to connect.
“There was previously little to no coverage there,” the statement said.
“We offer our condolences to the family of the man who tragically lost his life ... and we have thoroughly investigated this incident.”
Welfare and call-back procedures for disconnected triple-zero calls were followed, the statement said.
The communication department’s deputy secretary James Chisholm told the Senate hearing the case was being considered with the “utmost seriousness.”
Telstra and Optus began switching off the ageing 3G network in October to expand 4G and 5G services across Australia.
Farming groups have told the inquiry that growers have “grave” concerns about their safety after the shut down, with many reporting decreased mobile coverage.
Rural and remote Australians often relied on “fortuitous” 3G coverage outside the telcos’ official mapping, which cannot be guaranteed under 4G.
The Regional Tech Hub, a support service funded by the federal government and run by the National Farmers’ Federation, experienced an influx of calls after the 3G closure.
It received nearly 900 calls in November, almost double its monthly average, according to documents published on the inquiry’s website on Feb. 14.
The most common 3G-related issues included a lack of signal and issues with mobile boosters and software upgrades.
Communications Minister Michelle Rowland last week requested the telcos begin providing weekly updates on consumers’ coverage-related complaints.
Telstra customers can report 3G issues on a new dedicated helpline by calling 1800 990 853.
