The Police Assistance Centre
(PAC) has been established to provide the metropolitan community with 24-hour
police assistance for any type of non-emergency inquiry or incident.
The police assistance 131 444 number replaces 9222 1111 for all general
enquiries in the metropolitan region. Calls made to 131 444 from regional areas
are automatically directed to the nearest police station. Of course,
emergency calls should still be directed to 000.
Located at the Police Communications Centre in Midland, the PAC commenced
operation on December 13, 2004.
Benefits
The PAC will lead to a significantly improved
level of service and a wide range of benefits being delivered to the community.
Members of the public can be assured their telephone calls to police will be answered promptly and efficiently.
No longer will calls go unanswered or be diverted from station to station.
Where appropriate, the operator answering the call will take all necessary details and satisfy the caller without involving a third party.
PAC operators will be able to dispatch a police vehicle to any incident requiring police attendance.
In line with the recommendations of the Royal Commission, the PAC will release police officers from administrative duties such as call taking and data entry.
This will enable operational officers to spend more time assisting the public by attending incidents or patrolling suburban streets.
Another benefit of the PAC will be the expected decrease of inappropriate use of the 000 number. An extensive publicity campaign will educate the public on the correct use of 000 and 131 444. This will mean the police officers at the Police Operations Centre will be able to concentrate their resources on answering genuine 000 emergency calls.
Operators
The PAC is staffed by 75 operators and supervised and advised by 15 police officers. Call takers and supervisors have completed a four week training course focusing on modules of law, police computer applications and telephone systems, customer service and general police procedures.
The course also provides operators with the skills to record certain crimes and incidents, arrange police attendance where necessary and give consistent, accurate information on a range of topics.
Staff at the PAC will provide first time resolution for the majority of calls and take calls in a timely, professional and consistent manner.
Police Assistance Centre – Frequently Asked Questions (FAQ’s)
When should I call 131 444?
What happens when I call 131 444?
Is there a cost for calling 131 444?
If I live in the country or rural areas, will 131 444 work for me?
Can I call this number from my mobile?
How long will it take for my call to be answered?
What if my call to 131 444 isn't answered?
If I call 131 444 will the call be answered in WA or by a national call centre?
Why has WA Police changed the 9222 1111 telephone number?
Isn't 131 444 an old police number anyway?
Can I still call 9222 1111?
Can I still call my local police station?
When do I call 000?
When should I call 131 444?
When you require police assistance or attendance and it is not an emergency. For example:
asking a police related question or advice;
reporting something which has happened in the past;
reporting a property related incident for insurance purposes;
reporting a disturbance or breach of the peace (antisocial behaviour or noisy party); or
making a complaint against police or another individual.
All WA Police Service inquiries can be directed to the Police Assistance Centre on 131 444, 24 hours a day, seven days a week. If the call taker at the Police Assistance Centre can not directly assist you with your inquiry, they will refer you to the appropriate person or section.
What happens when I call 131 444?
Calls made to 131 444 from the metropolitan region are directed to the Police Assistance Centre in Midland where a highly trained operator will answer the call.
Staff at the Assistance Centre will provide first time resolution for the majority of calls, however if they can not directly assist you with your inquiry, they will refer you to the appropriate section that can.
Calls made from regional areas will be directed to the nearest police station.
Is there a cost for calling 131 444?
Yes, a call to 131 444 is charged at the local call rate. Mobile phone calls may vary depending on your service provider.
If I live in the country or rural areas, will 131 444 work for me?
Yes. If you dial 131 444 from regional areas your call will be directed to the nearest police station.
Can I call this number from my mobile?
Yes. The 131 444 number works from mobiles on all networks.
How long will it take for my call to be answered?
We intend to answer your call as quickly as possible and roster staff according to expected call volumes. Generally, we will answer over 85% of calls within 20 seconds.
What if my call to 131 444 isn't answered?
Your call to 131 444 will be answered. The Police Service has a modern telephone answering system that manages incoming calls. Calls are placed in a queue and are answered in the order in which they are received. Do not call 000.
Calls made to 000 that are deemed non urgent are transferred to the Police Assistance Centre.
If I call 131 444 will the call be answered in WA or by a national call centre?
If you call 131 444 within the metropolitan area, your call will be answered by an operator located at the Police Assistance Centre in Midland.
If you call 131 444 from a regional location, your call will be directed to the nearest police station. If that police station is unattended, the call will be directed to the nearest 24 hour police station.
Why has WA Police changed the 9222 1111 telephone number?
Previously the Police Service had a range of telephone numbers - 9222 1111 for situations requiring police attendance, 131 444 for police assistance (directed to the nearest police station to the caller) and the many direct numbers for individual police stations, also intended for police assistance. The range of numbers available became confusing and made it difficult to remember which number to call.
The 131 444 is a short 'easy to remember' number. While you can still find individual station numbers in the White Pages, 131 444 is the number you should call for any general police inquiry or police attendance.
This number is also a national number that is currently being used by South Australia and New South Wales. Police in Queensland, ACT and Tasmania are also considering introducing the 131 444 into their States/Territories.
Isn't 131 444 an old police number anyway?
Yes it is. Previously, if you dialled 131 444 your call would be directed to the nearest police station.
Can I still call 9222 1111?
Yes, 9222 1111 will remain as a police administration number, however all general police inquiries should be directed to 131 444.
Can I still call my local police station?
Yes. You may wish to call your local police station to speak to an officer on a specific matter. Direct telephone numbers for police stations are listed in the White Pages under 'Police Service'.
When do I call 000?
Only in an emergency or where urgent police assistance is required. For example:
a serious offence is in progress, being witnessed or just committed;
any situation where life or serious injury is threatened;
motor vehicle accident where persons are trapped or seriously injured;
a serious air, rail or water incident;
any incident which poses an immediate threat to cause danger to persons or property; or
explosion or bomb incident or threat.
Both Commonwealth and State laws provide serious offences for anyone that misuses the 000 emergency services number. The Police Service will take action against nuisance callers.
Local Police and Crime Prevention Contacts
Claremont Police Station
288 Stirling Highway
CLAREMONT WA 6010
Phone 9384 2444
Cottesloe Police Station
Curtin Avenue
COTTESLOE WA 6011
Phone 9384 7666
Water Police
Harvest Road
NORTH FREMANTLE WA 6159
Phone 9442 8600
Western Suburbs Crime Prevention
Ashton Avenue
CLAREMONT WA 6010
Phone 9284 3999