Worst reasons for calling Triple-0 revealed as NSW Ambulance issues crucial reminder to public

Triple-0 operators have revealed some of the unnecessary and downright ridiculous requests they’ve fielded amid fears life or death calls could go unanswered.

Crucial emergency calls to Triple-0 are at risk of going unanswered because the lines are already busy with people ringing for issues such as “my airconditioning won’t turn on” or “I’ve lost my engagement ring”.

Some of the unnecessary calls being made by members of the public to the emergency hotline can today be revealed, as part of a nationwide push by Australia’s ambulance services to ask people not to call Triple-0 unless the situation is life threatening.

Amanda Di Maria has been taking triple-0 calls in NSW for two-and-a-half years and said for the first time recently, she has feared life or death calls may go unanswered because she is on the phone for less urgent issues.

“I never used to feel that way until Covid, but because it has happened, I am scared now,” she said.

“For instance I had a baby not being unable to breathe on a call and they’re having to wait while I address a knee pain problem.”

Triple-0 operator Amanda Di Maria fears life or death calls may go unanswered. Picture: Damian Shaw

“So taking a call for a 20-year-old with knee pain is frustrating, because I know I’ve got eight calls in queue and a lot of them are genuine (calls), but I think there is a significant amount of people who just don’t know what triple-0 is for.”

Over the year leading up to April 30, more than 275,000 incidents in NSW alone saw paramedics called out – only for the patient to not end up being taken to hospital.

Among the reasons people unnecessarily called triple-0 were an 18-year-old woman who said she had “ear wax in my ear and it’s annoying me”, a person who was “bitten by their goldfish” and a man who got a RAT test stuck up his nose.

“It’s difficult because there’s a fine line between being insensitive, and you don’t want to be insensitive,” Ms Di Maria said.

“But it’s taking a significant toll on my ability to put energy into calls that matter.

“These people genuinely believe that this is a line to call about knee pain, fever or an ear ache, they believe an ambulance is suitable for that.”

Of the 1.4 million calls to NSW Ambulance in 2021-22, more than 800 were for people with constipation, 255 from someone who could not sleep and 810 calls were complaints about a rash.

David Waters, head of the Council of Ambulance Authorities, urged people to assess whether their situation truly is an emergency, or can simply be handled by a pharmacist or local doctor.

Dispatcher Eden Zhang says despite the challenges, saving lives makes it all worthwhile. Picture: Damian Shaw

“Not every call made to our Control Centres is for an emergency and many can be managed through other health pathways,” he said.

“While every person who needs an ambulance will get one, sometimes calls that are not an emergency can put pressure on our emergency services.”

Eden Zhang, a longtime NSW Ambulance dispatcher, said despite the challenges there were many benefits to the job – particularly when lives are saved.

“Occasionally in this line of work you have these jobs where things just fall into place … peoples lives are on the line, resources are available, and you can make a difference,” Mr Zhang said.

“That’s the most enjoyable part of the job.”