What happens when you dial 000?

Calls are answered by Telstra who will first ask which service you require - Police, Fire or Ambulance?  They have a set procedure which they must follow.  Telstra receive approximately one million calls per month (Australia wide, over two centres - Gosford and Melbourne).  On average, they have 20 staff per day (increased during busy periods eg. Easter, Saturday nights).

Telstra will then ask which town or state you are calling from.  Even if you say for example Brisbane, they will ask "what state" as they have a procedure to follow.

Telstra will then forward the call to the appropriate Fire Communications Centre - whichever centre is closest to your location.  This whole process takes place very quickly. 

Fire Communications Centre

The call will then be answered by a fire communications centre staff member.  The communications officer will ask the appropriate questions to gain enough information to despatch the appropriate resources. Some questions you may be asked are: what town are you calling from? what is the address of the incident you are calling for? what is the nearest cross street or landmark? if you are calling about a grass fire - is the fire threatening any property?