Dialling 999 in an emergency

When you dial 999

When you dial 999, the first voice you'll hear is the 999 operator who will ask 'which service do you require?'

Tell them if you need either:

an ambulance
help from the Police
help from Fire and Rescue

You'll then hear the combined service controller. This is because the ambulance and Fire and Rescue services are ran from a combined service centre.

The controller will ask you important questions, including the address or siteof your emergency. This is the place or area where the emergency service will be dispatched.

The emergency response will be sent as soon as we know the location of the emergency.

You should not hang up and should try to stay calm.

Ambulance service

When you need an ambulance

Think before you call an ambulance. You should only call in a real emergency including if someone:

has chest pain
has difficulty breathing
may have had a stroke
has severe abdominal pain
has collapsed or had a serious accident or fall
has overdosed

If an ambulance crew is out dealing with a minor problem, someone may be experiencing a life-threatening condition where an ambulance could make all the difference. An inappropriate call can cost a life.

A number of patients who call for an ambulance can be dealt with in their local environment by their GP or the out-of-hours GP service.

What you'll be asked

The controller will ask you important questions including:

what the problem is
if the patient or casualty is breathing, conscious, the gender and approximate age
if there are any landmarks or reference points nearby
if there are any risks to the ambulance crew, such as someone who is violent

The controller may ask if it's possible for someone to meet the ambulance at the end of the drive, road or track.

Helping the patient while you wait for an ambulance

If appropriate, the controller will give you advice on how to help the patient or casualty until the ambulance arrives. This can include:

maintaining an airway
controlling bleeding
dealing with shock

You may be asked to call back if the patient's condition changes or worsens.

If the patient or casualty's condition is immediately life-threatening or their life is in danger, the controller will give you simple, effective instructions on how to assist until the ambulance crew arrive to take over.

This can include:

Cardio Pulmonary Resuscitation (CPR)
how to deal with someone who is choking
helping with childbirth

What happens next

Depending on the condition of the patient or casualty, we may send out:

an ambulance
a paramedic in a rapid response vehicle
a doctor

All information about the patient or casualty is entered into our system and the nearest appropriate ambulance crew is sent.

When the ambulance crew arrives, the condition of the patient or casualty will be assessed and treatment may be given at the scene.

If the patient's needs to go to hospital after being assessed, they'll be transferred to the Emergency department at the general hospital.

Fire and rescue service

If you have a fire or rescue emergency, the controller will ask you important questions including:

Where you are

If you're unsure of the location or don't have an address, look for landmarks or anything else that will help pinpoint where you are.

The controller may ask for your What3Words. This will give your location anywhere in the world within a 3 metre square.

Type of incident

Tell the controller the type of incident you're calling for:

fire such as a building, car or bushfire
road accident. Give details on how many and what type of vehicles are involved and if the vehicles are on fire
sea rescue such as a person in water or on rocks, vessel in distress or adrift. Give a description of the vessel, if people are involved and if they are easily visible
cliff rescue. Give details on any noticeable landmarks and if someone is in danger

People involved

Tell the controller how many people are involved and if they are:

still in the vehicle or property
trapped
injured

If you're not where the incident happened, the controller may ask you to meet the emergency services to direct them to the location.

The controller will probably advise you about your safety until help arrives. They may ask you keep your phone on so they can contact you.