New legislation to reform Victoria’s triple-0 service


Victoria’s emergency triple-0 service will undergo a significant transformation to improve governance, accountability and oversight under new legislation introduced by the state government.

The Triple Zero Victoria Bill 2023 will reform the Emergency Services Telecommunications Authority (ESTA) to bring it closer to government, ensuring greater oversight and providing clear and transparent accountabilities for the organisation, board and chief executive. The legislation will commence by the end of 2023.

Under the reforms, ESTA will be renamed Triple Zero Victoria and established as a new statutory authority, led by a new board and chief executive directly accountable to the Emergency Services Minister that draws on expertise from across the emergency and health services sectors.

Given the unique nature of its services, maintaining Triple Zero Victoria as a statutory authority will preserve its operational autonomy and its ability to respond quickly to emergency situations. This is a similar arrangement to how other emergency services like Ambulance Victoria operate.

Emergency Services Telecommunications Authority chief executive Debra Abbott said these reforms will ensure Triple Zero Victoria can deliver an effective and sustainable service to the Victorian community.

“The establishment of Triple Zero Victoria will cement the organisation as a world leading, integrated call-taking and dispatch service which also delivers operational communications to our emergency services partners,” she said.

Delivering on another key recommendation from the ESTA Capability and Service Review led by former Victoria Police Chief Commissioner Graham Ashton, Triple Zero Victoria will strengthen its partnership with emergency service organisations and key government departments with the establishment of an Operational Committee.

The committee will include representatives from ambulance, police, fire and VICSES, and will provide advice to the board to help ensure Victorians calling triple-0 receive the highest quality service.

This will be supported by robust reporting requirements that will enable Triple Zero Victoria to quickly escalate and resolve issues that could affect emergency service delivery.

Under the legislation, the Department of Justice and Community Safety will be required to endorse Triple Zero Victoria’s annual financial plans and operating budgets to make sure it is financially robust and gives greater transparency of the organisation’s financial position.

The Inspector General for Emergency Management will continue to monitor and provide assurance around the performance of Triple Zero Victoria.