# Emergency services and IPND

> Record your customers' emergency addresses, link them to phone numbers, and set up and email the IPND file from the partner portal.

- URL: https://kb.voipcloud.online/au/partners/whitelabel/emergency-services-ipnd/
- Section: Partners › White-label partners
- Type: guide
- Applies to: Australia
- Last reviewed: 2026-11-09

Every phone number must have the right emergency address so emergency services can find the caller. You record each customer's addresses on their account and link them to their numbers. White-label partners who lodge their own data with the Integrated Public Number Database (IPND) also create the IPND file here.

| Partner type | What you do |
| --- | --- |
| Channel partner | Keep your customers' emergency addresses up to date. Your provider lodges the IPND data. You don't have **Settings** › **Emergency services**. |
| White-label partner | Keep the addresses up to date. If your provider has allowed it, you also set up and send the IPND file in **Settings** › **Emergency services**. |

## Add a customer's emergency address

1. Go to **Customers** and select the customer.
2. Open the **Emergency addresses** tab and click **Add**.
3. Enter a **Name** for the address, for example the site name.
4. Find the address with **Find address with Google**, or click **Enter address manually** and fill in the address fields.
5. To make it the customer's default address, tick **Set default emergency address**.
6. Click **Save**.

Use **Edit** or **Delete** on the same tab to change or remove an address.

## Link an address to a phone number

1. On the customer's account, open the **DIDs** tab.
2. Double-click the number.
3. Choose the address in the **Emergency services address** column and save the row.

Customers can also keep their addresses up to date themselves. See [Emergency calls (000)](https://kb.voipcloud.online/au/getting-started/emergency-calls/).

## Set up IPND details (white-label partners)

You need your own IPND registration and codes from the IPND Manager.

1. Go to **Settings** › **Emergency services**.
2. In **IPND Settings**, fill in:

 | Setting | What it is |
 | --- | --- |
 | **Emergency service type** | **Australia - IPND**. |
 | **File source code** | Your file source code (up to 5 characters). |
 | **File sequence number** | The number of the next file you'll submit. |
 | **IPND: List code** | Your list code (up to 2 characters). |
 | **IPND: Usage code** | Your usage code (1 character). |
 | **Carriage service provider (CSP) code** | Your CSP code (up to 3 characters). |
 | **Data provider code** | Your data provider code (up to 6 characters). |
 | **Record count in export file** | The record count for the export file. |

3. Click **Update**.

If your provider lodges your customers' emergency addresses for you, the page is locked and shows a message saying so. Ask your provider if you want to lodge them yourself.

## Email the IPND file (white-label partners)

1. Go to **Settings** › **Emergency services** and save any changes first. **Email emergency addresses** is unavailable while there are unsaved changes.
2. Click **Email emergency addresses**.
3. In **Export settings**, check the **File sequence number**. Increase it by 1 for every file you submit, for example from 10 to 11. For a test export, don't change it.
4. Choose what to export:
   - For a complete upload, keep **Export all DIDs from the system** ticked.
   - For changes only, untick it and choose a date range. Only numbers with changes in their history in that period are exported.
5. Choose the **Recipient**: one of your partner portal administrators.
6. Click **Email IPND addresses file**.

The file is a plain text file; open it with a text editor such as Notepad. Reload **Settings** › **Emergency services** afterwards to see the next **File sequence number**.

Encrypt and upload the file to the IPND as the IPND requires.

## Check it works

- The customer's **DIDs** tab shows an **Emergency services address** for every number.
- The IPND accepts your file without errors. Keep a note of the file sequence number you used.

## Next steps

- [Emergency calls (000)](https://kb.voipcloud.online/au/getting-started/emergency-calls/): what your customers need to know.
- [IPND data](https://kb.voipcloud.online/au/partners/wholesale/ipnd-data/): the same task for wholesale voice partners.
- [Numbers and porting for customers](https://kb.voipcloud.online/au/partners/numbers-and-porting-for-customers/)