Reforming Victoria’s triple zero service

ESTA capability and service review: final report

In 2021, the Victorian Government commissioned the Emergency Services Telecommunications Authority (ESTA) Capability and Service Review (the Capability and Service Review).

The Capability and Service Review considered all aspects of ESTA’s (now Triple Zero Victoria) operating model and assessed ESTA’s capabilities against the core services it delivers, with 20 recommendations included in the final report.

The report was released in 2022.

ESTA Capability and Service Review: Final Report PDF 3.6 MB (opens in a new window)

The Government supported in principle all 20 recommendations from the Capability and Service Review.

Victorian Government response to the recommendations of the ESTA Capability and Service Review PDF 338.12 KB (opens in a new window)

Victorian Government response to the recommendations of the ESTA Capability and Service Review Word 4.67 MB (opens in a new window)

Inspector-General for Emergency Management report

Separately, the Inspector-General for Emergency Management conducted its own Review of Victoria’s emergency ambulance call answer performance COVID-19 pandemic-related 000 demand surge.

As part of this review, the Inspector-General made 42 findings and eight recommendations that present opportunities for improvement. The report also includes nine observations that acknowledge recommendations contained within the Capability and Service Review.

Review of Victoria’s emergency ambulance call answer performance COVID-19 pandemic-related 000 demand surge: Final report

On 3 September 2022, the government responded to the Inspector-General’s review, accepting the findings and supporting-in-principle the review’s eight recommendations.

Victorian Government response to the Review of Victoria’s Emergency Ambulance Call Answer Performance.

Safety & emergencies

Updated 26 November 2025

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