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ESTA provides the critical link between the Victorian community and the state’s emergency services agencies. It provides Victoria’s 24-hour emergency call-taking and dispatch services for police, fire, ambulance and VICSES. In 2019-20, ESTA answered more than 2.7 million calls for assistance, representing a call every 11 seconds or more than 7600 a day. ESTA dispatched more than 2.2 million events, an average of more than 6100 each day.

ESTA also manages the provision of advanced, operational communications for Victoria’s emergency services. These operational communications support police, fire, ambulance and VICSES personnel in the field by this year carrying almost 31 million radio calls over the Metropolitan Mobile Radio Service (MMR); more than three million data transactions on the Mobile Data Network (MDN); and delivering 1.4 million messages to CFA, VICSES and Ambulance Victoria volunteers and staff via the State-wide Emergency Alerting System (EAS). 

This integration of emergency services communications within ESTA is unique in Australia and rare worldwide.

ESTA’s staff are deeply committed to the community they serve and are among the most dedicated and highly skilled in their field. Call-taking and dispatch services are delivered from three State Emergency Communications Centres (SECCs) located at Ballarat, East Burwood and Williams Landing.

Victoria is unique in Australia and rare in the world in having a single, centralised authority responsible for police, fire, ambulance and State Emergency Service call-taking and dispatch.

Operating in an environment of increasing community expectations for seamless and transparent emergency services, ESTA pursues continuous improvement across all areas of its service delivery.

The Victorian Government has outlined a policy of increasing interoperability across the emergency services sector to enable effective responses to major events. This supports Victoria’s all hazards, all agencies approach to emergency management. ESTA has a key role in facilitating interoperability for multi-agency response and is committed to providing the operational communications services and support that the emergency services need, when it is needed.

ESTA aims to meet community and emergency service agency demands by offering the highest quality call-taking and dispatch service and being the best organisation at integrating advanced communications technology and a centre of excellence in this field.