Calling an ambulance

Know when to call and what to expect when you need emergency help.

Calling an ambulance

Save Triple-Zero for saving lives. Ambulances are for medical emergencies.

This information should be used as a guide only. If you are unsure about whether a person requires an ambulance, you should call Triple Zero (000).

Some examples of medical emergencies which would require you to call Triple-Zero (000) include:

  • chest pain or chest tightness
  • sudden weakness, numbness or paralysis of the face, arm or leg, or trouble speaking/confusion
  • breathing difficulties
  • unconsciousness
  • uncontrollable bleeding
  • sudden collapse or unexplained fall
  • seizures
  • severe abdominal pain
  • injury from a major car accident
  • falling from a height
  • serious assault including stabbing or shooting
  • severe burns, particularly in young children

What happens when I call 000

When you call Triple-Zero (000) you will be asked if you require police, fire or ambulance. Once connected to ambulance, you will be asked:

  • What is the address of your emergency?
  • What is your phone number?
  • What is happening?
  • How old is the patient?
  • Is the patient awake and talking?
  • Is the patient breathing normally?

These questions are asked to ensure correct triaging occurs. Further, more specific, questions will be asked about your emergency to enable the Call Taker to provide correct first aid advice prior to the ambulance arrival.

All requests are triaged according to the patient’s condition and demand for emergency ambulance assistance at the time of your call. The ACT Ambulance Service is responsible for triaging in order to meet your needs whilst continuing to provide emergency medical services and cover to the whole of the ACT community.

It is important that we receive information regarding the current condition of the patient quickly and that you are ready to provide us with the relevant information.

Don’t hang up until instructed to by the operator.

Interpreter or translator services

More Information is available on the Translating and Interpreting Service’s website

If a person is unable to speak English, they should still dial 000. The emergency operator will arrange for an interpreter through the Australian Government’s Translating and Interpreting Service.

Support for people with speech or hearing difficulties

If you’re deaf, hard of hearing or have a speech impairment, you can use the National Relay Service to call Triple Zero (000).

You can do this by phone (call 106) or using online chat, captions or SMS or voice relay.

Please note, for safety reasons, ambulance vehicles are not equipped to transport wheelchairs, walking frames or large amounts of belongings. Required mobility items must be transported privately and can be arranged by our Communications Centre Co-ordinator.

What should I do before the ambulance arrives?

  • Turn lights on (inside and outside), unlock the door or have someone let us in.
  • Ensure there is clear access to the patient.
  • If possible, have current prescription and non-prescription medications available for the paramedics to view and provide any relevant medical information.
  • If the patient has an advanced care directive or order, please give this to the officers as soon as they arrive (please note that the ambulance service does not have the capacity to keep this information on our systems).

Access to my home

If you have installed a key safe for access to your home, or live in a secure complex or apartment block, these instructions can be provided to the ACT Ambulance Service by emailing ambulance@act.gov.au We will contact you to discuss further if needed.

Will I always be taken to hospital?

Following ambulance assessment transport to an emergency department may not be recommended and alternate options, considerations or recommendations for follow up will be discussed with the patient and family or carer.

If a patient is transported to hospital, the emergency department undertakes its own triage process. The hospital is responsible for deciding if the patient is placed in a bed or in the waiting room. Ambulance transport to hospital does not change the order in which you will be treated.