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

Calling 000 when there is no emergency puts lives at stake because it may delay help to someone in genuine need.

Triple Zero Process

Triple Zero (000) should only be called when you need police, fire or ambulance.

Always call 000 if there is a threat to life or property.

When you call Triple Zero, Telstra will ask: police, fire or ambulance?

If you are calling from a mobile phone, you will then be asked: Which State are you calling from?

Your call will then be connected to a Triple Zero operator who will assist you.

The operator will need two pieces of information:

  • the address where you need police, fire or ambulance to come
  • exactly what is happening.

View the information sheet on the Triple Zero process:

What happens when I call 000? (PDF 364KB)

If you have a hearing or speech impairment and life or property is in danger, you can contact police, fire or ambulance by calling 106 TTY service. For a wide range of information about relay calls and the National Relay Service visit

000 Process

Calling 000 from a mobile phone

If you call from a mobile phone, the Triple Zero operator will not know where you are or receive a GPS location. You will be asked by Telstra which State you are calling from. If you are in Victoria, you will be transferred to an ESTA 000 operator.

Efforts are underway Australia-wide to introduce technologies into mobile telephone networks that will automatically deliver a caller's GPS location. Until that occurs, we encourage smart phone users to download the Emergency+ app.

The app is free of charge and available for download from iTunes, Google Play and Windows stores.


ESTA Calltaker

"ESTA cannot send help if it doesn't know where the emergency is - knowing your location is essential"

Last updated 24th August, 2016
Emergency Service Organisations
CFAAmbulanceMetro FireVictoria PoliceState Emergency Service
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