The fault, identified by the telephone manufacturer, Panasonic, blocked some users from gaining access to the critical 000 or 112 emergency numbers, with potentially serious ramifications. The Australian Commmunications Authority (ACA), which determines the relevant standards, has initiated a review to ensure the situation does not happen again.
In the case of the Panasonic GD68, the handset was made available under a sole supplier deal with Optus, and passed the tests with that carrier. However, if a Telstra or Vodafone SIM card was inserted, and an attempt was made to dial either emergency number (000 or 112) as the first number after the phone was switched on, the mobile would be unable to interpret a signal coming from the network and would turn itself off.
This has prompted both a voluntary recall from Panasonic and action from the ACA. John Vardanega, the manager of telecommunications standards for the ACA, told ZDNet Australia a recommendation for an amendment would be sent to the Australian Communications Industry Forum (ACIF) working committee that new mobiles must be tested with SIM cards from all carriers.
"They develop a new standard or amendment, by consensus of a working party of industry groups, and put out a final copy for public comment for at least 60 days," said Vardanega, explaining the process the new standard would go through. "The public comment is impacted on the draft, which then goes to the ACIF board who approve it. They then refer it to the ACA to be made formal under the heads of power."
The long-winded process and necessity for public comment mean it would probably be at least six months before the amended standards are enforced, according to Vardanega. He said he thought the incident was a one-off, as it hadn't been previously bought to the ACA's attention.
Carli Wilson, product manager for mobile communications for Panasonic, told ZDNet Australia the fault was discovered during interoperability testing conducted by networks other than Optus, and only occurred when used on their networks and with particular types of SIM cards.
"As the handset passed Australian standards, Panasonic, Optus, Telstra, Vodafone and the Australian Communications Authority have been involved to isolate the reasons for this problem and to ensure it cannot happen again."
According to Wilson, the fault only affects handsets delivered to Australia in the month of October, and as soon as the fault was discovered a recall for a software upgrade was issued.
Those who aren't sure whether their handset is affected can call Panasonic on 1300 725 454 to determine whether they need an upgrade.
"Customers have generally reacted positively to our pro-active management of the upgrade," said Wilson. "By collecting the phones for upgrade then having them returned to the customer by courier, we are trying hard to minimise the need for customers to travel to service centres, or to be inconvenienced for long periods of time."
"With customer safety being our number one concern, we have made considerable efforts to contact customers in regards to the upgrade, with the co-operation of the carriers. During bushfire and holiday season, the likelihood of making emergency calls increases and most customers have appreciated that their safety has been our number one concern."
