Role statement - Emergency Services Telecommunications Authority

On 15 December 2023, the Triple Zero Victoria Act 2023 came into operation. Triple Zero Victoria replaces the Emergency Services Telecommunications Authority. The Agency Role Statement for Triple Zero Victoria will be reviewed and updated during 2024.

Emergency Services Telecommunications Authority

Emergency Services Telecommunication Authority (ESTA) is a statutory authority that manages Victoria’s emergency service operational communications services, partnering with emergency service organisations to achieve positive public health and safety outcomes. ESTA responds to yearly volumes of 2.5 million emergency calls and dispatches 2.1 million events. ESTA employs approximately 1000 people across three purpose-built facilities that operate 24 hours a day, 365 days a year. ESTA’s services are underpinned by a range of key technology services, including telecommunications, networks, Computer Aided Dispatch, radio, and paging technologies. 

This integration of emergency services communications within ESTA is unique in Australia and is best practice globally. ESTA has a key role in facilitating interoperability for multi-agency responses via centralising all emergency calls and dispatch in Victoria across three State Emergency Communications Centres using one integrated technology platform.


Activity Critical task alignment / activity source

Participate in planning activities on telecommunications risks


Protect the continued operations of services across ESTA’s three State Emergency Communication Centres


Protect Emergency Communications Information systems it manages (including the Computer Aided Dispatch system and other data exchange services) and Emergency Communication networks (including Metropolitan Mobile Radio Service, Mobile Data Network and Emergency Alert System network)


Develop efficient and effective communication services to link community, field responder and emergency managers


Response (including Relief)

Activity Critical task alignment / activity source

Lead Response Support Agency (RSA) for the functional area of emergency services telecommunications

Table 10: Support agencies for response

Answer Triple Zero emergency calls from Telstra and activate agency responses and disseminate that information to the agencies 

3.2, 4.5

Dispatch appropriate emergency response resources and support them with situational awareness information through operational communication networks  

3.2, 7.3, 12.4, 14.4

Participate in state-wide intelligence cycle in regard to ESTA’s emergency communications information assets managed by ESTA (including Triple-Zero, 132 500 Storm, operational communications records and datasets).  Including the provision of relevant information and insights based on those information assets through systems or through an Emergency Management Liaison Officer (EMLO) support to SCC upon request to facilitate state-wide emergency communications intelligence during an incident 

3.2, 4.1, 4.6

Activate ESTA’s Incident Management Response protocols to prepare for an influx of Emergency calls or an increased demand on Dispatch services


During significant incident, provide timely, accurate and actionable decision support information in relation to ESTA’s services 

4.5, 4.6

Provide relevant information to people and communities via Triple Zero on immediate emergency risks, and potential actions they can take to alleviate some of those risks

2.1, 2.3

Provide timely and usable information on response to be used on public information and warnings


Provide clinical triage and pre-ambulance life support advice via the telephone and access to specialist referral services as required for medical emergencies  

13.4, 14.2, 14.4, 14.8

Provide continuous protection of life, property and the environment from the effects of fire, accidents and other hazards through EMR to relevant, as defined, events to support AV within the FRV Fire District

3.2, 14.2, 14.4

Conduct immediate, operational enquiries on persons, vehicles and locations for VicPol  

3.2, 11.1

Support other agencies in business continuity and redundancy planning and testing  

3.2, 3.3

Provide operational communications for Victoria’s emergency services, to support Police, Fire, Ambulance and VICSES personnel in the field, utilising the Metropolitan Mobile Radio Service; the Mobile Data Network; and the state‑wide Emergency Alert System


Track and maintain a record of the progress and status of events and emergency services resources, perform welfare check and identify duress situations when appropriate  

4.3, 4.4

Render communication and media response support for the control agency as appropriate  

2.4, 3.2


Activity Critical task alignment / activity source

Recovery of State Emergency Communications Centres, systems, equipment and emergency communication networks managed by ESTA


Assurance and Learning

Activity Critical task alignment / activity source

Provide information or insight based on ESTA’s Emergency communications information assets for post-incident review