‘Where is it? What is it?’ that’s the most important information you can provide if you need to call Triple 0 this holiday season.

When you call Triple 0 you will be asked what service you require - Police, Fire or Ambulance. Once you have advised of the emergency service you require the next and most important question will be “where is your emergency?”

Emergency operators can only get help to you if they know exactly where your emergency is.

Once that vital location is confirmed the operator will then ask you about your emergency.

While that questioning is going on the emergency operator has already advised the emergency service you require that you need help.

The operator, in some cases, will continue to ask questions to ensure that the emergency service can be updated and well prepared to deal with your emergency on arrival.

The Emergency Services Telecommunications Authority (ESTA) takes all your Triple zero calls in Metropolitan Melbourne and Greater Geelong and for the CFA in regional Victoria.

ESTA, Chief Executive Officer, Neil Foster said that ESTA provides one of the best emergency communications services in the world but it is still up to you to help pin-point your exact location and enable us to send the right help.

“Our emergency operators are highly skilled and trained to deal with all kinds of emergency situations. We take about 1.5 million emergency calls each year, many of which are callers in highly stressful situations,” Mr Foster said.

“Calling triple 0 is not something we do often, nor is it something we want to have to do. Unless you have ever needed to dial Triple 0 you are probably not familiar with what happens on the other end of the line in an emergency.

“We want to make a Triple 0 call as reassuring as we possibly can. By sharing the knowledge on how a Triple 0 call works we hope in part to erase confusion and prepare the community for to what expect if they ever have to use this service. 

“Most people can get quite anxious thinking that because they are still talking help is yet to be contacted. However, while getting details, the call taker has already given the job to our dispatchers to notify the relevant emergency service,” said Mr Foster.

“The ESTA system includes alias names for buildings and particular locations. This mean that commonly used names for local icons can be captured and used in an emergency situation.

“Working together, with local communities and councils, we can ensure that when a member of the community needs emergency assistance and calls Triple 0 they will be guaranteed a fast and efficient response.” Mr Foster said.