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Information access & FOI

How can individuals access information held by ESTA?

You can request information from ESTA in a number of ways. Information about ESTA, including Annual Reports, are set out on this website.

General Information

If you have a general request for information you may contact us

Emergency Services Telecommunications Authority
33 Lakeside Drive
Burwood East  VIC  3151
Tel: 03 8656 1200
Email: info [at] esta.vic.gov.au

Please be aware that emergencies cannot be reported via email or social media.  For emergency assistance requiring police, fire or ambulance attendance, always ring 000.

Access to personal and health information


Section 33 of the ESTA Act is titled “Secrecy” and protects the "confidential information" of callers (whether or not such information is considered personal or health information) by limiting the use that ESTA, its employees and any others may make in relation to that information.

The ESTA Act permits disclosure of confidential information with the written authority of the Minister, or the person to whom the information relates. ESTA has Ministerial Authorisation permitting the release of otherwise confidential information in specific circumstances.

The Authorisation does not permit the disclosure or communication of information that would reveal the identity of an individual or an organisation without the express or implied consent of each individual or organisation concerned. If an individual is incapable of giving consent, the consent of the individual's next of kin or personal legal representative must be obtained.

Our Privacy statement includes more detail about how ESTA handles personal and health information and links to our Privacy Policy.

Triple Zero calls

The ESTA Act and the Ministerial instrument restricts who from ESTA may access call audio and similar personal and/or health information. Individuals can seek call-taking and dispatch related information that relates to them by requesting access under Section 33 of the ESTA Act.

Important: If your enquiry is relating to a 000 call made to ESTA, please ensure you include:

  • A copy of photo identification as the person making the call
  • The date and time of the call
  • Telephone number used to contact 000
  • Location of the event

Email: info [at] esta.vic.gov.au

Write to: The Corporate Secretary, 33 Lakeside Drive, Burwood East VIC 3151

Freedom of Information Act

The Freedom of Information Act 1982 (FOI Act) gives rights of access to information that ESTA holds. Detail regarding documents ESTA holds, and how you can access this information is contained in the Freedom of Information 

Part II Information Statement

Part II Information Statement (60.39 KB)

Individuals should note that Section 38 of the Freedom of Information Act provides an exemption from release for information that is deemed confidential under another Act. Section 33 of the ESTA Act is a secrecy provision and ESTA considers all requests for information relating to call-taking and dispatch in relation to the FOI Act section 38 exemption. You may wish to consider requesting information relating to you that contains call-taking or dispatch information under the ESTA Act as outlined above.

If you wish to request information held by ESTA by making application under the FOI Act please write to:

Email: info [at] esta.vic.gov.au

Write to: The Corporate Secretary, 33 Lakeside Drive, Burwood East VIC 3151

Each application must clearly identify the documents sought and a cheque or money order payable to ESTA for the FOI application fee of $28.90 (as at 1 July 2018). If the documents you want to access concern your personal affairs (ie. contain your personal or health information), you should provide evidence of your identity. For example, a photocopy of current photo identification such as, a driver's licence. If you are unsure about what type of ID to provide, contact the relevant agency.

For further information on the Victorian Freedom of Information Act 1982 please visit http://www.foi.vic.gov.au/