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000 Process
When to ring 000
Making a 000 call
000 Callers: Your Role

We prefer the phrase "Triple Zero" over "Triple Oh" because of potential confusion when using alphanumeric keypads which could cause people to incorrectly dial "666" in an emergency, not Triple Zero (000).

Making a Triple Zero (000) call

What happens when I call Triple Zero?

When you first call Triple Zero, you will be asked by Telstra which service you require: Police, Fire or Ambulance.

If you are calling from a mobile phone, you may also be asked which State you are calling from. This is because a mobile phone only shows a billing address, not a GPS location.  The operator needs to know which State to transfer the call.

If calling from within Victoria, you will be connected to one of ESTA’s emergency communication centres.


The ESTA call-taker will first ask:

Where is your emergency?

Followed by:

What is your emergency?

As soon as the ESTA call-taker knows WHERE your emergency is and WHAT the emergency is, the ESTA dispatcher is signalled via the computer-aided dispatch (CAD) system with the details.  These details are then used to send the police, fire or ambulance to the relevant location.

The call-taker will continue to ask you questions. This will help determine if additional emergency appliances are required (Eg. a rescue unit for a trapped person) or if the patient requires first-aid treatment while waiting for the emergency services to arrive.

The additional information you provide will be passed on to the already dispatched emergency services.

STAY ON THE LINE: Don’t hang up until the call-taker advises you to do so.

ESTA Dispatcher

"Delivering babies, providing CPR instructions or treating a snake bite - no two days are the same"

Last updated 6th January, 2017
Emergency Service Organisations
CFAAmbulanceMetro FireVictoria PoliceState Emergency Service
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