Think before you dial: Police urge public to save Triple Zero calls for emergencies

The police urge people in Australia to save Triple Zero (000) for emergencies only and contact the police for non-urgent incidents through other assistance lines. If your call to Triple Zero is not for an emergency, you might be delaying people in life-threatening situations from getting help in time.

A policeman is seen on his phone at the scene of the car accident in Townsville, Australia. Source: Ian Hitchcock/Getty Images

Key points

• You should only call Triple Zero (000) in a life-threatening or time-critical emergency.
• To contact the police for non-urgent incidents, call the Police Assistance Line (131 444).
• There are tools on mobile phones to help you identify your location quickly and accurately when requesting for emergency help.

In Australia, Triple Zero (000) is a national emergency service number that you can call for ambulance, fire services or police when you are in a life-threatening or time-critical emergency.

In 2019-2020 there were over 7,600 calls a day to Triple Zero in Victoria alone, that is one call every 11 seconds, according to Emergency Services Telecommunications Authority (ESTA).

Senior Sergeant Kristy Walters, director of PoliceLink of NSW Police, says people can help reducing the volume of calls to Triple Zero by calling Triple Zero in emergencies only.

"If we are talking to someone and responding to their non-urgent inquiry, that means our emergency calls are waiting and can't get through as quickly as we would like," she stressed.

So when to call Triple Zero for police?

Senior Sergeant Walters says it is important to call Triple Zero when yourself, or someone else is in immediate danger.

You should call Triple Zero when there's a crime in progress or you have just witnessed a crime and there's an opportunity for police to actually apprehend the offender...importantly when you or someone at the scene needs urgent assistance from the police.

Police Assistance Line

Acting Sergeant Katie Fish from the Police Assistance Line in Victoria points out that any minor crimes and non-urgent incidents such as burglary, theft, lost property or minor property damage that happened some time ago should be reported to Police Assistance Line on 131 444.

Police Assistance Line (131 444) is available nationwide 24 hours a day, seven days a week. Source: Victoria Police

"If you've lost property, on the train [for example] or on your way home from somewhere, if you've had something stolen, like your bike or your car, your number plates, or anything that's been stolen, or if someone has burgled your house while you've been away, you can report all those to 131 444."

In a minor car collision, there is no requirement to report it to the police.

“For a minor motor vehicle crash where no one is injured and things like drugs and alcohol aren't involved, police generally don't need to go to those matters. You can exchange details with the other driver and proceed through your insurance companies if you need to do that,” says Senior Sergeant Walters.

There is no requirement to report a minor car collision to the police. Source: Getty Images/Guido Mieth

But if someone is being injured in a car incident or the involved cars are obstructing the traffic, it should be reported to Triple Zero immediately.

Police and emergency personnel work at the scene of where a car ran over pedestrians in Flinders Street in Melbourne Source: MARK PETERSON/AFP via Getty Images

Acting Sergeant Fish stresses that anyone who is in an immediate danger from a violent behaviour of a partner can call the police on Triple Zero.

"You need to call triple zero. Family violence is a crime and the police will come and assist you to be safe."

In a weather-related incident, such as flood, storm or landslide emergency, where there is a significant structural damage to a house or a property but no one is in a life-threatening situation, the State Emergency Service (SES) should be contacted instead of Triple Zero.

“In this incident, you need to contact the state emergency service who are also known as the SES on 132 500,” says Acting Sergeant Fish.

For storm and flood assistance, call the State Emergency Service (SES). Source: Getty Images/doublediamondphoto

Interpreting services available

Triple Zero and Police Assistance Line can also provide interpreting service free of charge to callers who can’t speak English once you specify which language you need.

When calling Triple Zero, Senior Sergeant Walters suggests people to stay calm and focused.

"Try to remain calm and listen to the questions that the operator will be asking. Knowing your location is the most important thing we will ask. So, if you don't know, consider downloading the Emergency Plus app, using maps or other tools around you, or ask someone else, because if we don't know where you are that really can delay a response."

A man talks to police after he was rescued from his submerged car by State Emergency Service workers in Windsor on July 04, 2022 in Sydney Australia Source: Jenny Evans/Getty Images

Mobile apps that can help locating you

Emergency Plus (Emergency+) application and Advanced Mobile Location are tools on mobile phones recommended by the Australian Government to assist Triple Zero callers in identifying their locations quickly and accurately across Australia.

Ultimately, Acting Sergeant Fish reminds everyone to think carefully before calling Triple Zero.

If we can keep Triple Zero for emergencies or incidents that are happening now, that’s going to save lives. If you're not sure and you don't think it's an emergency, ring 131 444 and the operator will be able to assist you and make the decision for you.

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For more information, visit www.triplezero.gov.au.

For interpreting services, call 131 450.

For domestic violence help call 1800RESPECT (1800 737 732)