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When It Is an Emergency
People usually call the emergency line when someone's life or safety is in danger right now. For example, someone is not breathing, there is a fire, there is a serious car crash, or someone is being hurt. If you are not sure, many people say it is better to call. The person on the phone will help you decide. Stay calm and speak slowly. Simple English is okay. Short words are fine.
I need an ambulance, please.
There is a fire at my house.
Someone is hurt and needs help now.
When It Is Not an Emergency
Some problems are serious but not happening right now. For example, your bike was stolen yesterday, someone damaged your car overnight, or you want to report something strange. For these, people usually call a police non-emergency line or report online. For health questions that are not urgent, many people call a health advice line or book a GP. Look on official websites to find the right line where you live.
I'd like to report something that happened yesterday.
It's not an emergency, but I need some advice.
Can you tell me who I should call about this?
What They Will Ask You
When you call the emergency line, they usually ask which service you need: police, fire or ambulance. Then they ask where you are. Your location is very important, so learn your address well. If you don't know it, describe what you can see, like a shop, a park or a street sign. They may also ask what happened, how many people are hurt, and your phone number. Answer one question at a time.
Ambulance, please.
I'm at the corner of the main street, near a big supermarket.
My phone number is this one I'm calling from.
If Your English Feels Hard
Under stress, English can disappear from your mind. That is normal. You can ask the operator to speak slowly or repeat. You can say your language and ask for an interpreter. Many services in Australia can arrange one, but it may take a moment, so stay on the line. Practise saying your address and a few key words before you ever need them. This small step can help a lot.
Please speak slowly.
Sorry, can you say that again?
I speak Mandarin. Can I have an interpreter, please?
Stay on the Line and Follow Instructions
After you explain the problem, the operator may give you instructions. They might tell you how to help someone, or ask you to stay somewhere safe. Usually, people are told not to hang up until the operator says it is okay. If you need to unlock a door or turn on lights for help to find you, tell them. Keep your phone charged and nearby. Listen carefully and say when you understand.
Okay, I understand.
What should I do now?
I'll stay on the line.
Common questions
What if I call the emergency line by mistake?
Don't just hang up. Usually it's best to stay on the line and say, "Sorry, I called by mistake. Everything is okay." This helps them know you are safe and they don't need to call back or send help.
Can I call if I have no credit or no SIM card?
Many phones can call emergency numbers even without credit. Rules can change, so check official government websites for the latest information about calling from a mobile phone in Australia.
Where can I find the correct numbers?
Look at official government websites for your state or territory. Save the emergency line, the police non-emergency line, and a health advice line in your phone contacts. Share them with your family or housemates too.