Emergency call services across Australia and New Zealand have operated for more than six decades, yet new research shows that communities increasingly expect these systems to evolve. A recent study involving more than 2,550 residents explored how people view current emergency call handling, their expectations and the role technology should play in the years ahead.
The findings reveal strong public belief that emergency services should be able to manage richer data, handle calls more efficiently and maintain reliable operations during major disruptions. Many respondents linked their expectations to recent network outages affecting Triple Zero in Australia, as well as growing concerns about the increased frequency and severity of natural disasters, which are projected to impose significant financial and social strain on communities.
A large majority expect rapid on-ground support once an emergency call is made. In total, 84 percent believe responders should arrive within 15 minutes, with more than half expecting arrival within 10 minutes. While many rated their recent Triple Zero or 111 experience positively, more than half felt services had stayed the same in recent years rather than improving.
Strong willingness to share personal data for better outcomes
The study shows a clear willingness among the public to share personal data to improve emergency response. Respondents said they would share precise location information, relevant medical details and even wearable device data if it helped agencies act more quickly and accurately. However, fewer believed that today’s systems are capable of receiving and processing such information effectively.
Participants highlighted fast response times, accurate location tracking and calm, professional call handlers as the qualities they value most. Many also expressed concerns that might prevent them from calling in an emergency. These included uncertainty over whether the situation qualified as an emergency, fear of wasting emergency services’ time and poor mobile coverage in rural and remote regions.
Although voice calls remain the preferred option for most people, younger respondents showed growing interest in alternative channels such as messaging, smartphone apps and video calls. This reflects broader changes in communication habits and the expectation that emergency services should offer more modern ways to seek help.
Increasing interest in AI to enhance emergency response
Awareness of artificial intelligence in emergency call handling remains relatively low, yet public support is strong once the technology is explained. Respondents showed high approval for targeted AI applications that improve triage and decision-making, including identifying critical keywords, ranking calls by urgency, translating foreign-language calls in real time and analysing live video for potential threats.
Those who were already aware of AI being used in this context were significantly more likely to trust it. Supporters noted the technology’s potential to reduce call handler workload by automatically surfacing maps, floor plans and caller information, allowing operators to focus on the conversation and critical decision-making.
The report also points to examples where virtual AI agents have been deployed to manage non-emergency queries, reducing wait times for emergency calls and easing pressure on human operators. As public familiarity increases, confidence in AI is expected to grow, provided it is used in clear and purposeful ways.
A shift shaped by demographic and technological change
The research shows distinct differences across age groups. Older Australians and New Zealanders still prefer traditional voice calls and place high importance on operator professionalism. Generation X and Millennials are comfortable with digital tools and more open to sharing medical and contextual information. Generation Z, raised on social media and instant messaging, expect emergency communication systems to support visual and app-based interactions.
Across generations, there is strong agreement that emergency services must remain dependable during major events and that technology will be essential to meeting this expectation. The study concludes that modern call handling platforms, cloud-based systems and AI-enabled tools will become vital as agencies strive to meet rising demand, process more types of data and deliver faster, better informed emergency responses.
