Getting Emergency Help in Australia: 000, Hospitals & Crisis Services

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Triple Zero (000): When to Call

000 is the national emergency number for life-threatening or time-critical situations requiring immediate response from Police, Fire, or Ambulance.

Call 000 For

• Someone is seriously injured or needs urgent medical help
• Your life or property is in immediate danger
• You witness a serious accident or crime in progress
• All fires (house fires, bushfires, car fires)
• Chest pain, difficulty breathing, stroke symptoms
• Severe bleeding, unconsciousness, major trauma
• Mental health crisis with immediate risk of self-harm

Do NOT Call 000 For

• Minor injuries or illness
• Noise complaints or neighbour disputes
• Lost property or theft reports (after the fact)
• Non-urgent police matters
• General enquiries

How 000 Works

1. Dial 000 from any phone (landline, mobile, or payphone)-calls are free
2. The operator asks: "Police, Fire, or Ambulance?"-answer clearly
3. You're connected to the relevant state/territory dispatch centre
4. Provide your location (street address, nearest cross street, suburb)
5. Answer their questions and stay on the line until told to hang up
6. Follow any instructions given

If You Can't Speak (or It's Not Safe to Speak)

If you call 000 and don't respond, you may be prompted to press 55 to confirm you need help. This "silent call" feature is designed for situations where speaking would put you in danger.

If You Don't Speak English Confidently

Stay on the line-a translator can be arranged at no cost. Simply say your language (e.g., "Mandarin" or "Vietnamese") and wait for connection.

Advanced Mobile Location (AML) Technology

When you call 000 from a smartphone, Advanced Mobile Location (AML) automatically activates your device's GPS and Wi-Fi to calculate your precise coordinates. This data is transmitted to emergency services, allowing dispatchers to locate you within metres-even if you don't know your exact address or are too distressed to speak.

Alternative Emergency Numbers

National Relay Service (NRS) for Deaf/Speech Impaired

For people who are deaf, hard of hearing, or have a speech impairment:

• 106 (TTY): Type PPP for Police, FFF for Fire, AAA for Ambulance
• NRS App: Visual interface with buttons for each service
• SMS Relay: Text 0423 677 767 with format: "000, [Service], [Name], [Location], [Details], GA"
• Video Relay (Auslan): Available via Skype/Microsoft Teams with sign language interpreter

131 444: Police Assistance Line (Non-Emergency)

For police matters that aren't emergencies, call 131 444. This includes:

• Reporting a crime that has already happened (burglary, theft)
• Noise complaints
• Minor traffic incidents (no injuries)
• Property damage or vandalism
• Suspicious behaviour (not immediate danger)
• General police enquiries

The Police Assistance Line operates 24/7 across all states. When you report a crime, you'll receive an Event Number-keep this for insurance claims.

Crime Stoppers: 1800 333 000

Crime Stoppers is for anonymous intelligence reporting-not for victims reporting crimes, but for witnesses providing information about criminal activity.

• Report drug dealing, suspicious activity, or information about wanted persons
• Complete anonymity-no need to give your name
• Information is passed to detectives; this does not trigger a patrol car dispatch

Ambulance Services: The Financial Risk

Ambulance Costs by State

"Treatment Without Transport" Fee

Even if you call an ambulance but don't go to hospital, you may still be charged. In Victoria, this fee is approximately $620. The cost is incurred by the deployment of paramedics and the clinical assessment provided on scene.

OSHC/OVHC Ambulance Coverage

Your student (OSHC) or visitor (OVHC) health insurance should cover emergency ambulance transport. However:

• If paramedics code the trip as "non-emergency," your insurer may refuse the claim
• Inter-hospital transfers may not be covered
• Read your policy carefully for exclusions

Ambulance Membership (Recommended)

If your insurance coverage is unclear, consider purchasing direct ambulance membership:

• Victoria: ~$50/year covers all emergency and clinically necessary transport
• Other states have similar schemes

This effectively immunises you against $1,000+ ambulance fees.

Hospital Emergency vs GP vs Urgent Care

Understanding your options saves time, money, and ensures appropriate care.

Hospital Emergency Departments (ED)

Go to hospital ED for:

• Severe injuries (broken bones, deep cuts, head injuries)
• Chest pain, difficulty breathing, stroke symptoms
• Severe allergic reactions (anaphylaxis)
• Poisoning or overdose
• Mental health crisis with immediate risk of self-harm
• Major trauma or accidents

Triage system: Patients are seen by urgency (Australasian Triage Scale), not arrival time:

• Category 1: Immediate life threat (seen immediately)
• Category 2: Imminent threat (within 10 minutes)
• Category 3: Potentially life-threatening (within 30 minutes)
• Category 4-5: Semi-urgent/Non-urgent (may wait 4-8 hours)

Hospital Costs for Visa Holders

If you're not eligible for Medicare, you are treated as a private patient and fully responsible for all costs:

Your OSHC/OVHC should cover public hospital costs at "gazetted rates." However, if the hospital doesn't have direct billing with your insurer, you may need to pay upfront and claim reimbursement.

Reciprocal Health Care Agreements (RHCA)

Australia has Reciprocal Health Care Agreements with 11 countries, allowing their citizens to access Medicare for "medically necessary" emergency treatment:

RHCA Countries: Belgium, Finland, Italy, Malta, Netherlands, New Zealand, Norway, Republic of Ireland, Slovenia, Sweden, United Kingdom

Medicare Urgent Care Clinics (UCC)

Medicare UCCs are a middle ground between GP and ED-for urgent issues that don't need an emergency department:

• Minor fractures and sprains
• Cuts requiring stitches
• Infections, burns, UTIs
• Walk-in, no appointment needed
• Open 7 days, typically 8am-10pm
• Bulk-billed for Medicare card holders

For visa holders: UCCs are designed around Medicare funding. If you're not Medicare-eligible, you may be charged private fees or directed elsewhere.

Victorian Priority Primary Care Centres (PPCC)

Victoria has state-funded Priority Primary Care Centres that are free for everyone-with or without Medicare:

• Minor fractures, cuts, burns, infections
• X-ray capabilities on-site
• Faster than ED, zero cost
• Available to all visa holders

Victorian Virtual Emergency Department (VVED)

The VVED is a free telehealth service connecting you to emergency doctors via video call:

• Available to anyone physically in Victoria
• Completely free regardless of visa status
• Suitable for: COVID-19, mild head injury, gastro, UTI, non-life-threatening emergencies
• Can organise prescriptions or ambulance transport if needed
• Interpreter services available directly in the video call

Access at: vved.org.au

GP (General Practitioner) Clinics

See a GP for:

• Flu, colds, infections
• Minor injuries and sprains
• Prescriptions and referrals
• Health check-ups, chronic condition management

Bulk billing means the GP bills Medicare directly-you pay nothing. Since visa holders typically don't have Medicare, you'll pay the full fee ($80-$100) and claim from your insurer.

Direct Billing Clinics (OSHC/OVHC)

OSHC providers have networks of Direct Billing clinics that bill your insurer directly-so you pay $0 (or a small co-payment):

• Use your insurer's "Find a Doctor" app to locate these clinics
• Often clustered near universities and CBD areas
• Non-network GPs will charge a "gap fee" you must pay out-of-pocket

After-Hours Home Doctor: 13SICK (13 74 25)

When GP clinics are closed (nights, weekends, public holidays):

• 13SICK (13 74 25): Home doctor visits
• Free for many OSHC holders (billed directly to insurer)
• Treats high fevers, ear infections, severe flu
• Prevents unnecessary ED trips

Mental Health Crisis Support

Mental health crisis services are free for everyone regardless of visa status. If someone's life is in danger, call 000 first.

24/7 Crisis Support Lines

Lifeline: 13 11 14

Lifeline is Australia's leading crisis support service, receiving over one million calls annually:

• Phone: 13 11 14 (free, 24/7)
• Text: 0477 13 11 14
• Online chat: lifeline.org.au
• Calls are confidential; trained crisis supporters listen without judgment
• Interpreter services available-say your language when connected

Medicare Mental Health Services (Free)

• Medicare Mental Health Phone Service: 1800 595 212 (Mon-Fri 8:30am-5pm)
• Medicare Mental Health Walk-in Centres: Free access to mental health professionals, no appointment or Medicare card needed

University Counselling Services

International students can access free counselling through their university. These services are confidential and separate from academic departments-a good first stop for academic-related stress.

Other Important Numbers

Quick FAQ

Can I dial 112 instead of 000? Yes on a mobile-it routes to the same service. No priority over 000.

Can I text 000 in an emergency? No. Standard SMS does not work for 000. Use 106 (TTY) or NRS if you cannot make voice calls.

What if I can't speak when I call 000? You may be prompted to press 55 to confirm you need help (silent call feature).

I'm not sure if it's an emergency-what should I do? Call Healthdirect on 1800 022 222 for 24/7 nurse advice on whether you need ED, GP, or can manage at home.

Will I be charged for calling 000? The call is free. However, ambulance transport and hospital treatment may incur costs depending on your insurance and visa status.

What if I have no insurance and need emergency care? Go to the hospital-life-saving treatment comes first. Speak to the Patient Liaison Officer afterward about payment plans or hardship waivers.

How First Migration Can Help

While emergency services are available to everyone in Australia, understanding your visa rights-including healthcare entitlements and insurance requirements-is crucial for your settlement journey. At First Migration Service Centre, we help clients understand their visa conditions and plan their migration pathway.

Ready to take the next step? We invite you to submit a free visa assessment so we can understand your situation and provide tailored advice.