Free phones for some in Samsung triple-zero ‘debacle’
Some Samsung mobile phone users will receive free phones due to triple zero issues, but telcos and the electronics giant have stopped short of offering blanket replacements.
Tests carried out by the telecommunications giant revealed that more than 70 older model Samsung mobile phones were not properly connected to the emergency service.
Eleven models will need to be replaced, while the rest will require immediate software updates to fix the problem.
Up to 10,000 devices are believed to be affected.
A Telstra spokesperson said affected customers will be contacted via email or SMS to provide instructions on what to do.
“If a change is necessary, we will offer some options based on our customers’ needs,” they said.
“We are offering free replacement to some customers in vulnerable circumstances. Other customers will be offered an affordable alternative.”
A Samsung spokesperson said the company is ready to answer questions and will “offer offers to customers who want their devices replaced.”
An Optus spokesperson urged customers to contact its customer service team and referred affected users to Samsung for options.
Emergency Management Minister Kristy McBain said the onus was on companies when asked if there would be any government funding for people needing replacement phones.
“Telecommunications companies have contracts with customers, and those customers … are paying for a service that includes triple zero service for their phones,” he said Friday.
“This is an issue that telecommunications companies need to address.”
Carol Bennett, chief executive of the Australian Communications Consumer Action Network, said the “debacle” showed processes were not working as they should.
“When consumers are in a situation of severe financial hardship, telcos need to respond by offering them some form of financial assistance to ensure they are not left in the cold,” he told AAP.
“It’s really important for telcos to step up and take responsibility, especially if they want to rebuild consumer trust.”
Ms Bennett has renewed outage recording calls to provide accurate and fast information to customers who rely on essential phone services after the devastating Optus triple zero outage in September was linked to three deaths.
“There are some pretty staggering gaps in addressing issues that could potentially cause harm,” he said.
Optus has confirmed that two senior executives will resign following three zero cuts.
Ms McBain also said the telecommunications giant would face fines following an investigation by the Australian Communications and Media Authority.
Greens communications spokeswoman Sarah Hanson-Young said Optus needed a cultural overhaul and accused it of “putting profits ahead of safety”.
“You don’t want to see this executive exodus as just rats jumping ship,” he said.
“He has a problem with how he treats his customers and it is time we review his licence.”
The Greens and the coalition are pushing for a senate inquiry into the triple zero cuts before Christmas.
In a statement Friday, the communications authority said it had rejected a proposed telecommunications industry law, finding it would fail to provide appropriate community protections.
Acting chairman Adam Suckling said it was disappointing that despite extensive feedback, telcos had failed to develop an offer that “delivered what their customers deserved”.
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