Business Plan - Emergency Services Telecommunications Authority

Appendix A: Service
Standards & Service Fees
ESTA reports operational performance monthly, in accordance with the qualitative and quantitative standards determined
by the Emergency Services Commissioner.
These standards form Appendix C of the administrative arrangements of the Emergency Services Telecommunications
Authority Act 2004.
Note: The service standards outlined below are non-exhaustive summary tables only.
Ambulance Victoria
Service Standards
Call Taking
Dispatch
Service Fees
Non-exhaustive Summary
Service Standard Target
Call Answer Speed (Emergency)
>=90% in 5 sec
>=95% in 30 sec
Call Answer Speed (Non Emergency)
>=90% in 30 sec
>=95% in 60 sec
* Accuracy of Event Location >=99.1%
* Accuracy of General Event Information >=99.7%
* Accuracy of Event Types >=97.6%
* Accuracy of Netcom Event Detail >=97.9%
Dispatch Speed Code 1
>=90% in 150 sec
>=95% in 250 sec
Dispatch Speed Code 2
>=90% in 300 sec
>=95% in 500 sec
* Appropriateness of allocated resources >=97.9%
* Accuracy of General Event Information >=99.8%
* Method of Dispatch Notification 100%
09/10 Fee Notes
Base CAD Service Fee 12,367,799 Based on 3% increase on 2008/09
MDN Fees 4,862,751 Estimated 2009/10 Fee
MMR Fees 4,581,020 Estimated 2009/10 Fee
EAS Fees 93,347 Estimated 2009/10 Fee
Ambulance Victoria Regional CTD TBD
Total 21,904,917*
Appendix A: Service Standards & Service Fees
* Based on information available and completed changes and variations at date of preparation
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