The Emergency Services Telecommunications Authority (ESTA) plays a critical role in Victoria’s emergency management response model. The services delivered by ESTA connect people in need of immediate emergency assistance with Victorian emergency service organisations (ESOs). These ESOs are:

• Ambulance Victoria (AV)
• the Country Fire Authority (CFA)
• Fire Rescue Victoria (FRV)
• Victoria Police (VicPol) and
• the Victoria State Emergency Service (VICSES)

For some time now, there has been significant concern around the effectiveness of ESTA’s capability and capacity to deliver consistent Triple Zero (000) services across Victoria. Acknowledging the importance of understanding and addressing the organisational and operational failures that continued to impact on ESTA’s service delivery, the Victorian Government commissioned the ESTA Capability and Service Review in 2021, which is the subject of this report.