Triple-zero crisis: ‘Terrifying’ delays as emergency call centres overwhelmed

At least seven-in-10 triple-zero calls made in the past couple of weeks have not been answered within the target time range, and at least four deaths believed to be linked to emergency call centre delays.

The Emergency Services Telecommunications Authority (ESTA) has a target of 90 per cent of calls being answered within five seconds.

But with COVID-19 leading to staff shortages and increased demand, fewer than 30 per cent of calls have been answered in time in recent weeks.

Delays to get through to a call-taker are regularly stretching out beyond five minutes.

General secretary of the Victorian Ambulance Union, Danny Hill, says it’s “terrifying”.

“We’ve had some really harrowing stories out there where people have been waiting 15 or 17 minutes,” he told Tony Jones, filling in for Neil Mitchell.

“That delay is just not something that paramedics, no matter how good they are, it’s a factor they can’t overcome.

“If we’re not there within a reasonable time frame from the time that someone becomes critically unwell, we’re just not able to save them.”

Mr Hill says it’s a “regular thing” for only five or six ESTA operators to be available state-wide at the moment.

“That’s not an uncommon event that you’ll have 20 calls waiting to be answered, delays of 10 to 15 minutes and there are only five or six plugged in,” he said.

Press PLAY below to hear more on the ‘terrifying’ situation