Triple-O victims furious amid revelations $15m ’wasted’ on dozens of reviews into crisis-plagued system

Victims of Victoria’s triple-0 system are shocked at revelations $15m has been spent on dozens of reviews into the crisis-plagued service while unanswered calls have led to a string of fatalities.

Victims of Victoria’s crisis-addled triple-0 system have lashed out amid revelations more than $15m has been spent on reviews into the service since the Andrews government came to power.

Dozens of such reviews have been conducted since 2014, many of them looking into the plagued call-taking and dispatch system.

Other reviews have seen $15,000 spent on a career management, interview and resume coaching review, and $5700 on career coaching and transition to retirement.

Critics say the money should have been used to fix a critical call-taker shortage that has led to a string of fatalities because calls have been unanswered.

Carol Grant has revealed her heartache after her husband Stewart, 82, died after waiting more than 45 minutes for an ambulance. Picture: Mark Stewart

Stewart Grant’s grieving widow Carol told of the horror of watching her husband die after he waited 40 minutes for an ambulance.

His daughter, Lisa Hennessy, said the money spent on consultants should have been invested into hiring more ESTA ambulance call-takers and paramedics.

“The money would’ve been better spent on getting the ambulance and hospital system up to scratch,” Ms Hennessy said. “The state government has blood on its hands because they are spending more money on investigations instead of putting money into the system.”

Ms Hennessy said she was still angered by the state government and Ambulance Victoria’s lack of investigation into her father’s death.

“The Premier said in his press conference that it was under investigation but we’ve still heard nothing. There’s no follow-up in any of these ‘investigations’.”

Robert, 74, from Rowville, who waited almost six hours for paramedics to arrive in January after collapsing due to suffering severe Covid symptoms, said the cash splash on consultants was “disgraceful”.

Paramedics, Patrick McNamara, Michael Toussaint and Lewis Hopkins., with Victorian Ambulance Union General Secretart, Danny Hill (black vest). Picture: Jay Town

“The system is clearly broken. That money should’ve been spent on employing more call-takers and paramedics,” he said.

“My family were greatly concerned for my wellbeing. They feared for my life due to the delays.

“The public’s wellbeing should come first before consultants.”

Victorian Ambulance Union secretary Danny Hill said the union had several meetings with ESTA in recent months.

“I’m hopeful that this will start to deliver significant improvement for the community, but obviously we’re starting from a long way back,” he said.

Opposition emergency services spokesman Brad Battin said the money could have been used to hire and train more than 160 call operators.

“It’s offensive the Andrews Labor government is spending $15m on consultancies as people are still dying on hold to triple-0,” he said.

“That money should have hired and trained more than 160 call operators.

“Why is this government spending huge amounts of taxpayers’ money outsourcing work that could be done by the public service?”

A spokesman for the Emergency Services Telecommunications Authority, which runs the triple-0 service, defended the big spend.

Stewart Grant, 82, died after waiting more than 45 mins for an ambulance. Picture: Mark Stewart

He said the broad range of consultants were undertaking wide-ranging tasks such as legal advisory services, site assessments, financial and performance assessments, financial forecasting, career management, workforce management, cultural surveys and technical advisory services.

“No emergency response organisation in the world has been immune to the increase in demand during the pandemic and the stress it has placed on emergency operations,” he said. “Until the pandemic, ESTA met or exceeded the performance benchmark of 90 per cent of emergency calls answered in five seconds, every year since 2013.”

There are two major reviews into the service, including one by former police chief Graham Ashton, which is due this month.The state government has announced it will deploy 120 extra triple-0 operators in a desperate bid to combat the call-taking crisis.