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Emergency or not? A simple way to think
People usually call the emergency line when someone is in danger right now. Examples are a fire, a serious accident, a crime happening now, or someone who cannot breathe or wake up. For things that are not urgent, people usually use a non-emergency line. Examples are a stolen bike from last week, a noise problem, or a question about safety. If you are not sure, many people say it is better to call and ask. The person on the phone will help you decide.
I'm not sure if this is an emergency.
Someone is in danger right now.
This happened yesterday. It's not urgent.
The first question you will hear
When you call the emergency line, the operator usually asks which service you need. You can choose police, fire, or ambulance. Say one word clearly. If you need more than one, say the most urgent first. Then the call is usually connected to that service. Try to stay calm and speak slowly. It is okay to take a breath before you answer. The operator is trained to help people who are stressed or who speak other languages.
Ambulance, please.
Police, please. Someone is breaking into a house.
Fire, please. There is smoke in my building.
Saying where you are
The most important information is your location. Know your street address, the suburb, and the town or city. If you are outside, look for a street sign, a shop, a park, or a landmark. On a road, say which direction you are driving and the last place you passed. Spell difficult names letter by letter. If you do not know where you are, say so. The operator will ask questions to help find you.
I'm at 12 Rose Street, in the suburb of Hillview.
I'm on the main road, near a big petrol station.
I don't know the address. Can you help me find it?
Explaining what happened
Keep your words short and simple. Say what happened, how many people are hurt, and if the danger is still there. Answer the operator's questions one by one. Do not hang up until they tell you to. They may give you instructions, so listen carefully and repeat them back if you are unsure. If you are calling for another person, say who they are and how they look right now.
There was a car crash. Two people are hurt.
My friend fell down and is not answering me.
The man with the knife is still outside.
If your English feels hard
Many people worry their English is not good enough. In New Zealand, operators can usually connect an interpreter. Say your language clearly at the start. If you do not understand a question, ask them to repeat it or speak more slowly. It is fine to say 'yes' or 'no' only if that is easier. If you cannot talk safely, stay on the line and follow what the operator says. You can also ask about text options for people who cannot speak on the phone.
I need an interpreter. My language is Mandarin.
Sorry, can you say that again more slowly?
I can't talk freely. Please help me.
Common questions
What if I call the emergency line by mistake?
Do not hang up quickly. Stay on the line and tell the operator it was a mistake and everyone is safe. If you hang up, they may call back to check. That is normal and not something to fear.
Can I call if I don't have credit on my phone?
Many people say emergency calls usually work without credit, but this can change. Check the official New Zealand government website so you know for sure before you need it.
Who do I contact if I just need health advice, not an emergency?
There is usually a free health advice phone line and your local doctor's clinic. Look up the official health information line online and save it. They can tell you where to go next.