Calling 111 - in emergency situations
In an emergency dial 111.
Calling 111 is free from public telephones and mobile phones.
When you dial 111 you will be asked which emergency service you want: Police, Fire or Ambulance.
For Police an emergency is anything that is happening now, or has just happened, where:
- People are in danger
- Property is in danger of loss or damage
- A crime is being, or has just been committed, and the person or persons responsible for it are nearby
- There is a major public inconvenience
In non-emergency situations, such as a lost passport or reporting a crime like burglary which happened some time ago and where there is no immediate danger, you should personally go to your local police station.
Reporting to a police station - non-emergency situations
In non-emergency situations, such as a lost passport or reporting a crime like burglary which happened some time ago, you can either report by telephoning your nearest police station, or in most situations, you need to personally visit a police station to make an official report.
When you go to the police station to report a crime or make a complaint you should receive a Complaints Acknowledgement Form. This form includes a file number and the name of the officer dealing with your complaint.
Once you have made your report police should respond within a reasonable time. If you have questions about your report you should telephone or visit the police station again and tell them the file number.
Lost Passport - when reporting a lost passport, you must give the passport number to police.
Language and communication difficulties
If you have difficulty communicating with police because of language, some options available include:
- A friend or family member. You may use a friend or family member as your interpreter for talking to the Police.
- Language Line. Police can provide an interpreter on the telephone. This is a free service called Language Line. Ask for Language Line when you call police or visit a police station and tell them what language you speak. Language Line is only available from 9:00am to 6:00pm Monday to Friday and Saturday between 9am-2pm.
- Bilingual communications staff. A number of our communications staff are bilingual, covering about 18 languages in total, including Mandarin.
When communicating to Police, ensure you’re able to tell an English-speaking person which language you do speak using the English terminology.
Regardless of the language you speak, don’t hesitate to call 111 in an emergency.