How many people do they have to kill before they get their act together? These phone helplines where some know-nothing just sits in front of a computer screen are a disaster. They usually fail completely when something non-routine comes up. I have experienced it many times with Telstra and have only got action by writing a letter to the Telstra boss. But writing letters is no help in an emergency. Emergency services should have somebody with local knowledge that they can call on if their computer data is inadequate. With Telstra, I have had arrogant and ignorant operators hang up on me too. That's just how computer-driven helplines deal with non-routine problems
Six months after an inquest found NSW triple-0 operators bungled a series of calls from a dying schoolboy lost in the Blue Mountains, the service has been accused of failing another person in need of help. Stuart Jamieson called the emergency line from a remote property near Boomi in far northern NSW on Monday to get help for a man who had become seriously unwell after working in the heat. An operator ended the call because Mr Jamieson could not provide a street number.
"I gave the road that went past [the location]," Mr Jamieson told Fairfax Radio network today. "They said they wanted a house number. I said there's no house number." Asked what road his property was on, Mr Jamieson said: "The Boomi-Goondiwindi Road. They couldn't find Goondiwindi on a map because ... it's in Queensland. "They said they could not find the Boomi-Goondiwindi Road."
AAP found the road in seconds, with two clicks on Google. Because the operator could not locate Mr Jamieson on a map, she terminated the call. "We were quite prepared to meet the ambulance at the road," Mr Jamieson said. An ambulance eventually arrived after he contacted a local stock and station agent who found help by knocking on the door of the Goondiwindi ambulance service, he said.
The emergency services operator who disconnected his call has since been stood down, The Daily Telegraph reports.
The incident followed an inquest earlier this year into the death of Sydney schoolboy David Iredale. The 17-year-old became separated from his two classmates on Mount Solitary during a three-day trek in 2006. The inquest found three triple-0 operators bungled a series of calls for help he made to them before he died - because they did not have a street address.
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