Resilience of the Triple Zero service

Why this is important

Triple Zero Victoria (Triple Zero) provides a vital link between the state’s emergency services and the community. If callers cannot connect to Triple Zero, they may not be able to reach emergency help in life-threatening situations.

In 2024–25, Triple Zero handled 3.1 million emergency calls, averaging one call every 10 seconds. While available performance data shows that Triple Zero met most of its performance benchmarks, recent system outages have affected service continuity. Reports highlighted that call takers used pen and paper to coordinate responses during these outages, which led to delays connecting with and dispatching emergency services.

The outages have raised concerns about the call-taking and dispatch system’s resilience under stress or potential overload, and how long it takes to respond to callers when the system is out. Although Triple Zero provides annual service performance data, it does not report this in real time or report its response times when the system has failed or been disrupted.

Many people's lives depend on Triple Zero working as it should and calls to the service are increasing every year. The resilience and reliability of the Triple Zero service, especially during disruptions and other emergencies, should be closely examined.

What we plan to examine

We plan to examine if Triple Zero has robust systems and processes to maintain call taking and dispatch service continuity that meet performance standards during disruptions or emergencies.

Who we plan to examine

Triple Zero Victoria