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Emergency Communication Services

In cooperation with the national triple zero service provider, ESTA’s dedicated workforce of 800+ specialist emergency call-takers and dispatchers are ready to help Victorians and emergency field responders.   

Triple zero (000) is enabled by ESTA’s Emergency Communication Services (ECS). ECS engages the Victorian community via a range of channels to receive and manage requests for emergency help and the dispatch of applicable vehicles. ECS also provide resources and assistance to Emergency Services Organisations (ESO) as well as assist ESOs with logistics and communications.

Ambulance Victoria, Fire Rescue Victoria, the Country Fire Authority, Victoria Police and Victoria State Emergency Service and ESTA work together to respond to sensitive, time-critical and life-dependent emergencies. 

Triple zero (000) is the most common way the public contacts ESTA for emergency help.  ESTA also provides call-taking and dispatch for non life-threatening emergencies, involving storm or flood via 132500. 

People can also seek emergency assistance via numbers other than 000. These numbers are accessed by authorised personnel at police stations and hospitals. ESTA also manages non-emergency operational matters and services such as non-emergency patient transfers. 

In 2020-21, ESTA answered over 2.8 million calls for help, representing a call every 11 seconds or more than 7700 per day. More than 1.9 million of these calls came via the triple zero emergency call service. This led to ESTA dispatching more than 2.3 million events for response by the emergency service agencies, an average of more than 6250 each day. 

The State Emergency Communications Centres are staffed by a team of dedicated call-takers and dispatchers operating 24 hours, 7 days a week, 365 days a year. 
The ESTA team is focused on the vital service it delivers to the Victorian community. ESTA’s call-taking activity represented a call every 11 seconds.