When to call 000

Triple Zero (000) is Australia's emergency number for police, fire and ambulance. This guide covers calling 000 for medical emergencies, based on information from healthdirect and the Australian Communications and Media Authority (ACMA).

This is general information. If you think someone's life is in danger, call 000 now.

When to call

Call 000 when someone is seriously ill or injured, or their life is in danger. healthdirect lists examples such as:

• chest pain or pressure;
• severe difficulty breathing;
• severe bleeding;
• loss of consciousness or unresponsiveness;
• signs of stroke, such as face drooping, arm weakness or speech problems;
• seizures;
• severe allergic reactions;
• serious injuries, such as from a car crash or fall.

If in doubt, call.

What happens

1. Call 000. From a mobile, you can also call 112.
2. The operator will ask which service you need. Say "ambulance".
3. Give your exact location, including the street number, street name, nearest cross street and suburb. If you're not sure, describe landmarks.
4. Answer the call-taker's questions and follow their instructions.
5. Stay on the line until told you can hang up.

Tips

• Stay calm and speak clearly.
• Unlock the door and turn on outside lights if it's dark.
• Send someone to meet the ambulance if possible.
• Gather the person's medicines and Medicare card if you can.

Hearing or speech difficulties

According to ACMA, you can't contact 000 by SMS. People who are deaf, or have a hearing or speech impairment, can contact emergency services through the National Relay Service, including 106 by TTY.

Not an emergency?

For urgent but not life-threatening problems, consider a Medicare Urgent Care Clinic, or call healthdirect on 1800 022 222.

Help emergency services find you

Giving a precise location is one of the most important things you can do. The Emergency+ app, developed by Australian emergency services, can show your GPS coordinates and nearest address so you can read them out to the operator. In rural areas, know your property's rural address number. Inside large buildings, give the building name, level and entrance. On a road, note the nearest cross street, landmark or highway marker. If you're calling for someone else at a different place, make sure you give their location, not yours.

While you wait for help

Doing a first aid course is one of the most practical things you can do to be ready for an emergency. Courses teach skills such as CPR, using an automated external defibrillator (AED), managing bleeding and helping someone who is choking. In an emergency, the 000 call-taker can talk you through what to do until help arrives, so stay on the line and follow their instructions. Keep a basic first aid kit at home and in the car, and know where the nearest AED is at your workplace or local sports club.

Working out what kind of care you need

Choosing the right place for care helps you get seen sooner and keeps emergency departments free for emergencies. As a rough guide:

• life-threatening or severe problems: call 000 or go to an emergency department;
• urgent but not life-threatening problems: a Medicare Urgent Care Clinic, or a same-day GP appointment;
• non-urgent problems and ongoing care: your regular GP;
• minor problems and medicine questions: a pharmacist;
• not sure: call healthdirect on 1800 022 222 or use its online Symptom Checker.

healthdirect's "What care do I need?" page explains these options in more detail. If symptoms change or worsen, seek help again.

Mental health support

If you're struggling emotionally, your GP is a good place to start. A GP can talk with you, and may prepare a mental health treatment plan, which can give access to Medicare-subsidised sessions with a psychologist or other mental health professional. Ask about costs when booking with a mental health professional, as fees vary. For immediate support at any time, you can call Lifeline on 13 11 14 or Beyond Blue on 1300 22 4636. If someone is at immediate risk of harm, call Triple Zero (000).

If you're helping someone else

Many people book and attend appointments for a child, partner, parent or friend. If you're a carer:

• ask the person (if they're able) what they want to discuss, and write it down together;
• bring their Medicare card, list of medicines and any notes about changes you've noticed;
• let the GP speak directly to the person where possible, and add your observations;
• ask whether the practice needs written consent for you to receive information on the person's behalf.

Carer Gateway, an Australian Government service, offers free support for carers, including information, counselling and respite. Looking after yourself matters too, so mention your own health at your next appointment.

Be prepared before you need it

Preparing a little in advance makes after-hours problems easier to manage:

• keep a list of medicines, allergies and conditions for everyone in your household;
• keep basic supplies, such as a thermometer and pain relief suitable for each family member, following the instructions on the pack;
• keep enough of any regular medicines so you don't run out over a weekend or public holiday;
• know whether your nearest pharmacy opens late;
• save healthdirect's number and the location of your nearest urgent care clinic and emergency department.

What happens in an emergency department

Emergency departments use triage, which means a nurse assesses how urgently each person needs care and patients are seen in order of urgency rather than arrival time. People with life-threatening conditions are seen immediately, while people with less urgent problems may wait a long time. That's why choosing the right place for care matters. Public hospital emergency departments don't charge Medicare-eligible patients for treatment. Bring a list of medicines and any relevant information if you can.

Using healthdirect's online tools

healthdirect's free online Symptom Checker asks questions about symptoms and suggests what kind of care might be appropriate, from self-care to calling 000. Its Service Finder helps you locate GPs, pharmacies, urgent care clinics and hospitals, including opening hours where available. These tools don't replace a health professional, but they can help you decide where to go, especially at night or on a weekend when your usual practice is closed.

Appointments for children and young people

Children are usually seen with a parent or guardian. As young people get older, a GP may offer them time to speak privately, which helps them build confidence in managing their own health. From age 15, young people can apply for their own Medicare card, and they can ask the practice about confidentiality. If you're booking for a child, mention their age when you book, and bring their Medicare details, immunisation history and any notes about the concern. Ask the practice about its billing policy for children, as some practices bulk bill children.

Making a wait easier

Waits can be long when clinics and emergency departments are busy. If you can, bring a charged phone and charger, something to drink, any regular medicines you may need, and something to keep children occupied. Let someone know where you are. Don't eat or drink if you think you might need a procedure until you've checked with staff. Above all, tell staff immediately if symptoms get worse.

How we keep this guide up to date

Medicare rules, government programs and service arrangements change from time to time. We review this guide against the official sources listed below and update the date at the top of the page when we check it. If something has changed, or you spot an error, please let us know through our contact page. Before you rely on any detail, especially eligibility rules, check the official page linked in the sources, or ask your practice or Services Australia directly.

Key points

• Call 000 when someone is seriously ill or injured.
• From a mobile, 112 also works.
• Ask for ambulance, give your exact location, stay on the line.
• You can't SMS 000; use the National Relay Service (106 by TTY).
• If in doubt, call.