Triple Zero on Our New Network: No Ifs, No Buts, No Blocks
We're in the middle of one of the biggest projects in Crazytel's history - a complete rollout of a new network, including a brand-new core routing network built from the ground up. There's plenty to talk about with the new build, but today we want to cover the part that matters most: what happens when someone on our network dials 000.
Where things stand today
Crazytel has always met Australia's emergency call requirements. Every service we provide gives free, priority access to Triple Zero, exactly as the rules require. And we've always been upfront with our customers about the honest limitation of any VoIP service: if your power or internet is down, your VoIP phone can't call anyone - including 000. That's why our advice has never changed, and never will:
If you can, always use a mobile phone to call 000. A mobile will connect to any available network, even without credit, and even without a SIM in some cases. It's the most reliable way to reach emergency services, full stop.
What's changing with the new network
While we've always followed the rules, the new core routing network gave us the chance to go a step further - and we've taken it.
On our new SIP Trunk network, 000 bypasses every single check in our platform. That means a call to Triple Zero will connect even if:
- Your SIP trunk is disabled
- Your account balance is negative
- Your account has hit a spend limit or restriction of any kind
It doesn't matter what state your account is in. If a 000 call hits our SIP Trunk network, it goes through. We've built this into the core routing layer itself, not bolted on as an afterthought - so there's no configuration, billing state, or account setting anywhere in our platform that can get in the way of an emergency call.
Why most providers can't do this
Here's something a lot of people don't realise: many providers simply can't offer this, even if they wanted to. Most VoIP platforms run on off-the-shelf softswitch and billing software, and that software typically treats every call the same way - it runs through the same pipeline of account checks, balance checks and trunk status checks before a call is allowed to route. If your trunk is disabled or your balance is in the red, the platform blocks the call before it ever looks at where it's going. There's often no way to carve out an exception for 000 without fighting the software.
Crazytel builds its own software, and this is exactly the kind of situation where that pays off. Because we own the core routing platform end to end, we were able to design it so emergency calls are identified first and routed immediately - before any account or billing logic even gets a look-in. That's not a setting we toggled on. It's how the network is built.
Why this matters to us
More and more nursing homes, aged care facilities and doctor surgeries are choosing Crazytel for their phone services. We take that seriously. When residents, patients or staff need to reach emergency services, the last thing anyone should be thinking about is whether an account setting or a billing hiccup could interfere. On our new network, it can't.
That said, our advice for aged care facilities and medical practices is the same as for everyone else: VoIP emergency calling should be part of your plan, not all of it. Make sure staff have access to mobile phones, and that your emergency procedures don't rely on a single technology.
The bottom line
- Crazytel has always met and will continue to meet Australia's Triple Zero requirements
- On our new SIP Trunk network, 000 bypasses all account checks - disabled trunks, negative balances, spend limits, the lot
- Because we build our own software, we could design this into the core - something most off-the-shelf platforms don't allow
- A mobile phone remains the most reliable way to call 000, and we'll keep saying so
We'll share more about the new network build in the coming weeks. If you've got questions about emergency calling on your Crazytel service, get in touch with our team - we're always happy to talk it through.
