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By November 2012, Telstra claimed 140,000 live chats for the month and a growth rate of this service of 600% p.a. [31] In October 2013, Telstra announced that it had grown its Live Chat workforce to 600 and its social media workforce to 30. [32]
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Telstra agents were left tied up on phone calls with callers, waiting for emergency services to answer, thus calls in the 000 queue were unable to be answered. Callers in a queue waiting for a Telstra agent to answer the phone were played an RVA every 30 seconds in the following terms, "You have dialled the Emergency Triple Zero number.
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Telstra was progressively privatised (33.3% 1997, 16.6% 1999, 33.3% 2006, with 17% transferred to the Future Fund.) Numbers of licensed telecommunications carriers grew from: ~20 controlling facilities in Australia at 1998 (with several hundred entities providing services using those facilities to end users); to 99 at 2002.