Concerns over major triple-0 investigation, staff hand-picked for consultations

Concerns have been raised over the major review into the state’s triple-0 service as it’s revealed staff were personally selected to take part in the consultation process.

Health Minister Martin Foley blamed the ESTA crisis on the Covid pandemic. Picture: Getty Images

Concerns were raised about a major review into the operator of Victoria’s Triple-0 service after staff were hand-picked to take part in consultations.

Former police chief commissioner Graham Ashton is leading the review into the Emergency Services Telecommunications Authority that is probing a series of deaths linked to call delays.

It can be revealed that consulting firm PwC, who were engaged by Emergency Management Victoria to manage consultations with employees, raised concerns about how staff were selected to take part.

It is understood PwC raised the matter with both EMV and ESTA ahead of initial consultations in December amid fears the impartiality of review may have been compromised.

A government spokesman confirmed ESTA managers were asked to nominate staff to take part who could provide a broad range of skills and experience.

Initial consultations aimed to identify issues and opportunities.

Call-taker Nick Buruma (ambulance) is pictured in the Burwood East ESTA offices. Picture: Ian Currie

“We commissioned Mr Ashton for his extensive operational emergency management experience, and have every confidence in the integrity of his review,” she said.

“As part of the review, significant consultation occurred with relevant unions and a broad range of ESTA staff.

“This was to ensure a wide variety of staff, with a mix of skills and experiences, contributed to the review.”

Two further consultations were held call takers and dispatchers and included union delegates.

All three ESTA sites were consulted.

It is understood Mr Ashton, who’s report is due later this month, also consulted with industrial stakeholders.

A second review, by inspector-general for emergency management Tony Pearce, has also been launched.

A second review has been launched into the workings of ESTA. Picture: Luis Enrique Ascui

Opposition emergency services spokesman Brad Battin called on any recommendations of the review to be adopted.

“Twelve Victorians have died while on hold with triple-0, and the Andrews Labor government are more interested in spin and brand damage than fixing the problem,” he said.

“Chronic underfunding has caused this. The minimum the government can do to respect grieving families is ensure that the true cause of the problem is known, the report made public and the recommendations followed through.”

On Monday it was revealed deputy premier James Merlino – a former Emergency Services Minister – was warned about serious staff shortages in ESTA in 2016.

Opposition Leader Matthew Guy called for Mr Merlino to apologise, stating it was unforgivable for the state government to not have acted on the warnings.

Victorian Health Minister Martin Foley has blamed the ESTA crisis on the Covid pandemic. Picture: Luis Enrique Ascui

Mr Guy said Mr Merlino – who is also the Minister for Education and Mental Health, and one of the most senior members of Daniel Andrews’ cabinet – should be stripped of the deputy role.

“How does a deputy premier, who knew five years ago about problems in ambulance dispatch, get to keep his job,” Mr Guy said.

“He did nothing. Why does he get to keep his job?”

Health Minister Martin Foley defended his cabinet colleague and blamed the ESTA crisis on the Covid pandemic.

“I’m not sure what the leader of the opposition is talking about, but as per usual his huge overstatement does him no good,” he said.

“We’re talking something in 2016 in a context of a completely different world where over 90 per cent of calls were being received within the five second requirement (and) well before anyone had even heard of a global pandemic.

“The global pandemic has upset health and it has upset emergency service responses.”