Emergency Calling (000) Notice

This notice forms part of your agreement with EsyDial under the Customer Terms. On the subject of emergency calls, it prevails over the other documents in the suite.

1. You cannot call Triple Zero (000) with EsyDial

EsyDial desk phones and the EsyDial app cannot be used to call 000, 112 or 106. These calls will not connect to emergency services. If someone dials 000 on an EsyDial desk phone, they will hear a recorded message telling them to hang up and call from another phone.

Every location with an EsyDial device must keep another way to call 000 at all times, such as a charged mobile phone or a traditional fixed line. A mobile can call 000 even without your own carrier's coverage, using any available network.

Please read this notice carefully and make sure everyone who uses an EsyDial phone or device understands it.

2. Why

EsyDial carries calls over the internet through a telecommunications provider that does not offer Australian emergency call service access for this type of connection. Rather than let an emergency call fail silently, we block it and play a message telling the caller to use another phone.

Separately, and as with any internet-based phone service: if your premises loses power, your internet connection fails, or a device is switched off or unregistered, that device cannot make any calls at all.

3. Your obligations

• Keep a working alternative at every location where an EsyDial device is used, and make sure staff know where it is.
• Tell your staff. Everyone using EsyDial devices must be told that the service cannot call 000. We recommend a visible notice next to each desk phone.
• Never rely on the service for emergency calls.

We record a service address for each device for our compliance records. That address does not enable emergency calling and does not change anything in this notice.

4. The AI receptionist is not an emergency service

The AI receptionist and web chat are designed to recognise urgent situations, direct callers to call 000 for life-threatening emergencies, and alert your team, but they are automated systems, not an emergency service, and they can fail to recognise an emergency. Callers in an emergency should always hang up and dial 000 directly from a phone that can reach it.

5. If this changes

If we are able to support emergency calling in future, we will update this notice and tell you before relying on it. Until we do, treat the service as having no 000 access.

6. Liability

Because the service does not provide access to emergency call services, and subject always to the Australian Consumer Law and clause 18 of the Customer Terms, we are not liable for any loss arising from an attempt to call emergency services through the service. You must ensure the obligations in section 3 are met, and clause 19 of the Customer Terms applies to claims arising from your failure to meet them.