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Emergency services and IPND

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

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

Section titled “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.

Section titled “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).

Set up IPND details (white-label partners)

Section titled “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)

Section titled “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

Section titled “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

Section titled “Next steps”