Emergency Alert

Frequently Asked Questions - Emergency Alert Warnings

What is Emergency Alert?

Emergency Alert is a telephone warning system that emergency services can use to send warning messages to communities via landline telephones based on the location of the handset, and to mobile phones, based on the billing address.

Why isn't the message going to mobile phones based on the location of the mobile phone at the time of the emergency?

Due to limitations in technology, it is not currently possible to send messages based on the location of the handset at the time of the incident. A feasibility study into introducing this technology is currently underway.

When will Emergency Alert be used?

Emergency Alert will be used to warn people in a range of emergency situations, including bushfires and other extreme weather events.  In an emergency, you may receive a voice message on your landline or a text message on your mobile phone.

Will I always receive an Emergency Alert in an emergency?

No. If you live in a bushfire area you should have a bushfire survival plan, check the fire danger rating and listen to your local ABC radio station for warnings. There is no guarantee you will receive an Emergency Alert telephone warning message, infrastructure may be damaged by the fire, or the fire may be moving too quickly to issue a message.  The power cut will have impacted landline services with a cordless phone.

What services are available for those who don't speak English?

The alert you receive will be written and spoken in English so it is important that everyone recognises the Standard Emergency Warning Signal and the word Emergency. Print advertising and these frequently asked questions (FAQs) will be translated in up to 30 languages. Family, friends and neighbours are encouraged to discuss this system with people who don't speak English so they are informed and aware in the event that they receive an alert.

Where can I find out more about the emergency I've received the message about?

The alert you receive will direct you to seek further information from a website, phone number or your local ABC radio station.

I don't want my child to get alerts on their mobile phone as it may frighten and confuse them - how can I prevent this?

There is no way to prevent this if your child has their own mobile phone. It is important to explain to them what to do if they receive an alert.

What happens if my children receive an alert on their mobile while at school?

If you provide your children with mobile phones, it is important to explain to them what to do if they receive an alert. If your child receives an alert when they are at school, they must follow the emergency management arrangements currently in place at their school.

What happens if you receive an alert on your mobile at work?

Alerts do not replace existing workplace emergency arrangements.  You must follow current emergency management arrangements in place at your workplace.

Does it matter which phone carrier or network I'm with?

You will receive the alert regardless of who provides your telephone service.

How does it work?

What capacity does Emergency Alert have?

The system has the capacity to send 300 text messages per second and 1,000 voice messages per minute. Alerts will be sent to specific areas and people in that area will receive the message around the same time.

Can I call 0444 444 444 if I missed the original message?

No - this number can only send messages, it cannot receive incoming calls.

I have an unlisted number - do I still get calls?

Yes.

Why is it preferred that Emergency Alert delivers a voice message to just landlines and not mobile phones?

This is a capacity issue as it is quicker to get a text message out to a large number of mobile phones quickly.

How does Emergency Alert manage mobile phone 'blackspot' areas?

If you live in an area that is in a mobile 'blackspot', it is important to have a landline phone to receive an alert. The landline phone should not be cordless as these phones do not work in a power blackout.

How do I know if the message/call is legitimate and not a hoax?

The caller ID number or message header on your phone displays the number '0444 444 444'. The message tells you where to go to get further information. You can also check with other sources, for example radio, websites, or neighbours to confirm the authenticity of the message.

What will the alert say?

While every message is different, the alert will provide official and authorised emergency information on the current situation, tell you what actions need to be taken and also give you a reference to get further information or advice. When you pick up your landline phone you will hear the Standard Emergency Warning Signal (68kb, mp3) followed by the words 'Emergency, emergency'. The landline message will be spoken in English so if you do not understand the message, you should ask a family member, friend or neighbour for assistance.

Who pays for the alert?

You are not charged and will not have to pay for the alert.

Can I 'opt out'?

No.

Who sends these alerts?

Alerts are issued by emergency services authorities such as fire, emergency services, and police in each State or Territory. Each State and Territory has people trained in using the system and they will decide if a telephone alert needs to be issued to a community.

Do I need to sign up?

No. You do not need to register for Emergency Alert.

How will it work on my landline?

How are alerts sent to landlines?

Alerts are sent to landlines by the physical location of the handset.

Can messages be sent to Voice Over Internet Protocol (VOIP) phones?

VOIP allows you to use your computer's network connection as a telephone service. You may get an emergency alert on your VOIP phone.

My child sometimes picks up the phone when it rings - how can I replay the call/message?

There is currently no call back option.

How long does my telephone ring before the system assumes that there is no answer?

45 seconds.

I have a fax on my phone line - will it keep dialing my fax?

On first attempt it recognises that it is a fax machine number it no longer continues to try to send the message.

What happens if my phone is engaged when the call goes out? Will they call back? How many times will it try?

The system is configured to have three attempts at getting the message through.

Can messages be sent to TTY phones?

TTY services are not supported as the primary data source for the system - Integrated Public Number Database (IPND) - does not capture information about which telephone numbers are linked to a teletypewriter.

What happens when the system calls and an answering machine receives the call on landline phones?

There is no guarantee that messages can be left on answering machines due to technical issues.

Why is a phone with a cord the preferred landline option?

It is preferable that you have access to a landline phone with a cord in case there is a loss of power during an emergency (storms/fires etc).

What system is in place to address the loss of power?

Emergency Alert will send alerts to both landlines and mobile phones. If you live in an area where there is potential for a loss of power during an emergency (storms/fires etc), it is recommended that you have a landline telephone that is not cordless as cordless telephones rely on power.

How will it work on mobile phones?

What 'call display' will come up on the mobile - can I call that number back for more information?

The message header will display '0444 444 444'.  There is currently no call back option.

I frequently travel overseas with my mobile, will I get these alerts while overseas or interstate?

If the phone has international roaming the alert is sent and received, providing the handset is turned on.

What can I do to manage mobile phone 'blackspots'?

If you live in an area where you believe there is a mobile phone 'blackspot', you should seek advice from your telecommunications provider on what options there are to improve your mobile phone coverage.

As the system sends warnings to both landlines and mobile phones, it is also recommended that if you live in an area where there are mobile phone 'blackspots', you should also have a landline telephone (not cordless).

Is Emergency Alert able to send messages to prepaid mobile phones?

Emergency Alert is able to send messages to you if you have a prepaid mobile phone. However, there is no obligation to update your address once you have purchased a prepaid mobile phone. The address that you provided when you bought the phone, which is typically the address on your driver's licence, is the address that remains with that phone if you do not update it. You should contact your service provider to update your address.

What does mobile phone by billing address mean?

When a decision is made to send an alert to a particular area, it is based on all phones that are linked to properties and houses in that area, not to a person in that area.

Does it matter which phone carrier or network I'm with?

You will receive the alert regardless of who provides your telephone service.

Who can use it?

How is my personal information and privacy protected?

The Integrated Public Number Database (IPND) is an industry-wide collection of all listed and unlisted public telephone numbers. This information is governed by strict laws that control how it can be accessed and used. A legislative amendment to the Telecommunications Act 1997 (Cth) was required to enable access to this information for emergency warning purposes. This amendment imposes ongoing controls against potential misuse of sensitive personal information taken from the IPND.

A separate database, the Location Based Number Store (LBNS) uses information from the IPND so that it can maintain a collection of phone numbers and addresses that can be located on a map and be used for the purpose of delivering alerts to a particular area. The LBNS never receives any names of individuals or businesses in the information it receives from the IPND. As Emergency Alert sources the telephone numbers it uses from the LBNS when sending emergency messages, at no stage do States or Territories have access to customer name details for any telephone numbers they use.

Who funded the development of Emergency Alert?

$15.65 million has been provided by the Commonwealth Government to implement the system in participating States and Territories. States and Territories are responsible for ongoing implementation and incident costs.

Where do emergency services agencies get my number from?

States and Territories will use the Emergency Alert when appropriate and will determine which geographic area to warn, when to warn and at what time the warning is sent.  While each State and Territory controls the warning system, the Commonwealth controls the database that holds people's phone numbers and can geographically identify them.

How do you determine who gets the alert?

Once a decision to warn communities in an emergency has been made, the emergency services organisations will determine what method will be used, for example radio, web, or TV and whether a telephone alert needs to be issued. A telephone alert is just one way to warn a community and it will not be used in all circumstances.

How can I find out more?

For more information please visit the Emergency Alert website http://www.emergencyalert.gov.au/.