Telstra: Three triple 0 emergency calls did not connect during fatal farm fire in NSW inquiry told

Three triple zero calls failed to connect to emergency services when a man was critically injured during a harvest fire on a rural property, an inquiry has been told.

A 39-year-old man was operating machinery on a farm at Goohli, in northwest NSW, on the afternoon of December 14, 2024 when a paddock caught fire, according to a statement from NSW Police.

Paramedics treated the man for burns and he was flown to Royal North Shore Hospital, where he died the following day.

Telstra investigated reports that triple zero calls from the property failed during the fire.

Shanyn Sparreboom, a senior public servant from the federal communications department, said the telco advised the government of the incident and prepared a report.

“That report advised that eight calls were made to triple zero - five calls successfully connected to triple zero and emergency services were called to the scene,” Ms Sparreboom told the Senate inquiry into the 3G shutdown in Canberra on Wednesday.

“The report advises that three of those calls, there was not sufficient signal strength to reach, but five calls were successful.”

Telstra’s report has also been handed to the Australian Communications and Media Authority, which is continuing inquiries, she said.

It was not clear whether the failed calls were related to the shut down of the 3G network, nor whether there a delay in the emergency response.

Telstra has been contacted for comment.

The department’s deputy secretary James Chisholm said the case was being considered with the “utmost seriousness”.

Telstra and Optus began switching off the ageing network in October in order to expand 4G and 5G services across Australia.

Farming groups have told the Senate inquiry that growers have “grave” concerns about their safety after the shut down, with many reporting decreased mobile coverage.

Many rural and remote Australians relied on “fortuitous” 3G coverage outside the telcos’ official mapping, which cannot be guaranteed under 4G.

Communications Minister Michelle Rowland last week requested the telcos begin providing weekly updates on consumers’ coverage-related complaints.

“The government has stressed to the carriers that the benefits of the 3G switch over really need to be demonstrated,” she told parliament at the time.

“It is true that there are multiple complaints from customers, particularly in regional areas, who have seen fortuitous coverage diminish and who have seen their services overall being challenged.”

The government is doing a national audit of mobile coverage, using vehicles to measure service on 35,000 km of major roads in each state and territory.

The audit is also using crowd-sourced data and location testing at post offices and rural fire stations.

Telstra customers can report 3G-related coverage issues on a new dedicated helpline by calling 1800 990 853.