During a system crash, Victorian triple zero call-takers resorted to using pen and paper to dispatch emergency services for nearly two hours. The outage occurred in Triple Zero Victoria’s computer aided dispatch system around 5:30 p.m. on Nov. 20, halting the automatic dispatch of police, fire, and ambulance crews. Backup measures were implemented until the system was restored at 7:15 p.m.
A spokesperson for Triple Zero Victoria stated that their staff are well-versed in backup procedures, consistent with other Australian jurisdictions. Premier Jacinta Allan mentioned that investigations were underway to determine the cause and effects of the outage.
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Premier Jacinta Allan promised to share further details once available. Ambulance union leader Danny Hill mentioned that call-takers had to resort to manual dispatching with pen and paper during system failures, as these incidents were becoming more frequent.
Opposition emergency services spokesperson Richard Riordan criticized the Labor state government for risking lives due to the outdated dispatch system. Triple Zero Victoria, previously known as the Emergency Services Telecommunication Authority, faced scrutiny during the pandemic for delayed call answering times resulting in fatalities.
Department of Justice and Community Safety secretary Kate Houghton disclosed plans to upgrade the system by the end of 2024, following a Victorian budget estimates hearing.
