CALLING 111

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GENERAL 111 FREQUENTLY ASKED QUESTIONS

 

Fire, Ambulance and Police work closely together to ensure the best response possible to emergency situations. Each service has additional useful information relating to specific types of emergencies. For more details:

 

When should I call 111?

111 is the number for emergencies. That's when any of these things is happening now or has just happened:

  • there's a fire or chemical spill;
  • someone is having breathing difficulties, is seriously ill or injured;
  • someone is in danger;
  • there’s a serious risk to life or property;
  • a crime is being committed and the offenders are still there or have just left;
  • you’ve come across a major public inconvenience, like trees blocking a state highway.

Here are some examples:

  • "The frying pan has caught fire on the stove."
  • "There's a strong smell of gas coming from the factory down the road."
  • "My partner is having trouble breathing."
  • "There’s been a car crash and people are badly hurt."
  • "I can hear screaming from the house next door."
  • "Someone is on my neighbour’s property and they’ve just broken into the house."

If you're not sure if it's an emergency, call 111 and ask. We'll help you work out what to do.

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Can I call 111 at any time?

You can call 111 in an emergency from any phone 24-hours a day, 7-days a week.

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Is it free to call 111?

Yes, including from pay phones and cellphones. If you have a pre-paid cell phone and you have run out of airtime, in an emergency you can still phone 111 and you will be connected for free.

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What happens when I first phone 111?

Your call is answered as soon as possible by the 111 service, which is co-ordinated by Telecom.

The operator will say: “111 emergency – Fire, Ambulance or Police?”

You will be connected immediately to the Communications Centre of the service you need most urgently – Fire, Ambulance or Police.

Telecom usually transfers your call to the appropriate Communications Centre within 5 seconds.

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What if I need more than one emergency service?

Call 111 and ask for the service you need most urgently.

If you need an ambulance after a car crash for example, you'll be put through to the Ambulance Communications Centre. Tell them you may also need Police or Fire.

They will communicate with the Police and Fire Communications Centres on your behalf who may ring you back.

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What if I don’t know what type of help I need?

If you are not sure what type of help you need, or if you believe more than one emergency service is required, you will be put through to Police.

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Why can't I text 111?

Texts can't be prioritised by mobile networks, so there's a risk the message will be delayed.

We also need to know exactly where you are and what's happening, and the quickest way of gathering that information is to talk to you directly.

In an emergency, always call 111.

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What if I have a hearing impairment?

People with impaired hearing can phone 0800 16 16 16 (text phone only) or fax 0800 16 16 10.

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How should I give the information?

It is important that you remain as calm as you can and speak clearly. Stay on the phone and answer all the questions we ask you. By remaining calm, you are providing vital information that ensures the most appropriate response is dispatched.

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What will I be asked?

You will be asked the following questions:

Where is the emergency?

  • It is important you provide clear and precise details of where the emergency is to ensure that emergency resources are dispatched to the correct location.
  • Be specific about the street number and street name, suburb and town or city. If possible, provide the closest cross street or side streets.
  • If you are in the country, tell us the name of the rural area, the road you are closest to, your RAPID rural number and any landmarks.
  • Use formal place names.
  • If you are on the move, give street, road or bridge names or other geographical features as reference points.
    The Communications Centres have extensive electronic mapping systems to help pinpoint your location but we need your assistance - we need you to be our eyes and ears at the scene until we get there.

What is your phone number?

  • This gives us a way to ring you back later for more information or to give advice if required.
  • If you are phoning from a landline, the address and phone number of the location you are calling from automatically display on our computer screen – but we still need to confirm that the address you are phoning from is the address of the emergency. We are working with cellular phone companies to achieve this for cell phones as soon as possible.

What is happening?

  • You will be asked a series of questions about what is happening / has happened. This is important to determine the type, level and speed of emergency response required, and to give instructions while emergency services are on the way.

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Why am I asked so many questions?

It is important that you remain on the phone and answer all the questions so we can gather the information we need to dispatch the right response. This is important for everyone’s safety. An emergency response can be dispatched while you remain on the phone.

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When do I hang up?

The Communicator will tell you when to hang up.

Call back on 111 if:

  • Anything changes or the situation worsens
  • Service personnel have not arrived when you expected them

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