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Emergency Services in NZ: When to Call 111

Guide to New Zealand emergency services for international students — when to dial 111, what happens when you call, ambulance costs with insurance, and non-emergency alternatives.

Emergency Services in NZ: When to Call 111

In New Zealand, dialling 111 is the universal emergency number for immediate, life-threatening situations requiring police, fire, or ambulance services. For non-urgent medical concerns, you should contact a general practitioner (GP), after-hours medical centre, or Healthline (0800 611 116) instead. Understanding the difference between an emergency and a non-emergency is critical for international students, as misusing emergency services can waste resources and delay care for those in genuine need.

Understanding the 111 Emergency System

New Zealand’s emergency services operate through a single, streamlined number: 111. This number connects you to a trained call-taker who will ask which service you need: Police, Fire, or Ambulance. The system is designed to be simple and efficient, but it relies on callers using it appropriately.

When you call 111, you will be asked:

• Which service you need (Police, Fire, or Ambulance).
• Your location (be as specific as possible, including street address, suburb, and city).
• What is happening (describe the situation clearly and calmly).
• Your phone number (in case the call drops).

It is crucial to stay on the line until the call-taker tells you to hang up. They may need to ask follow-up questions to assess the situation accurately. If you are unsure whether a situation is an emergency, it is better to call 111 and let the call-taker decide. However, do not call 111 for non-urgent matters, as this can clog the system.

When to Call 111: Life-Threatening Emergencies

You should call 111 for immediate, life-threatening emergencies. This includes situations where a person’s life is in danger, there is a serious injury, or a crime is in progress. The following are clear examples of when to dial 111:

• Ambulance (Medical Emergencies):

  • Unconsciousness or not breathing.
  • Chest pain or difficulty breathing.
  • Severe bleeding that cannot be stopped.
  • Severe allergic reaction (anaphylaxis).
  • Major burns or scalds.
  • Stroke or suspected stroke (e.g., facial drooping, arm weakness, slurred speech).
  • Severe head injury.
  • Poisoning or overdose.
  • Choking.

• Police (Crime or Threat to Safety):

  • A crime is happening right now (e.g., assault, robbery, burglary in progress).
  • Someone is threatening you or others with immediate violence.
  • You witness a serious accident on the road.
  • A suspicious person is acting dangerously.

• Fire (Fire or Hazard):

  • A fire is visible (house, building, car, or bush fire).
  • You smell gas or suspect a gas leak.
  • A chemical spill or hazardous material incident.
  • A motor vehicle accident with people trapped.

When NOT to Call 111: Non-Urgent Situations

Calling 111 for non-urgent issues is inappropriate and can delay help for someone in a true emergency. For international students, many common health concerns are best managed through other channels.

Examples of situations where you should NOT call 111:

• Minor cuts, scrapes, or bruises.
• Common cold, flu, or mild fever.
• Minor allergic reactions (e.g., mild rash, hay fever).
• Prescription refills or routine medical questions.
• Non-urgent dental pain.
• Minor sprains or strains.
• Lost property (unless it involves a crime in progress).
• Noise complaints (call your local council or police non-emergency line).
• Feeling anxious or stressed (unless you are in immediate danger of harming yourself or others).

For these issues, you should contact your GP, an after-hours medical centre, or use Healthline (0800 611 116) for free, 24/7 health advice from a registered nurse.

The Role of Healthline (0800 611 116)

Healthline is a vital resource for international students in New Zealand. It is a free, 24/7 telephone health advice service staffed by registered nurses. They can provide guidance on whether your symptoms require urgent care, help you find the nearest medical facility, or advise you on self-care at home.

When to use Healthline:

• You are unsure if your condition is an emergency.
• You have a non-urgent medical concern but cannot see your GP immediately.
• You need advice on managing minor illnesses or injuries.
• You want information about local health services.

Healthline is an excellent first point of contact for many health issues. If the nurse determines you need urgent care, they will instruct you to call 111 or go to an emergency department.

How the ACC System Affects Emergency Care

New Zealand has a unique Accident Compensation Corporation (ACC) system, which covers the costs of treatment for injuries resulting from accidents, regardless of fault. This is particularly important for international students, as it means you do not need to worry about the cost of emergency care for an accidental injury.

Key points about ACC and emergencies:

• If you are injured in an accident (e.g., a fall, car crash, sports injury), ACC will cover the cost of your emergency treatment, including ambulance transport, emergency department visits, and follow-up care like physiotherapy.

• When you call 111 for an ambulance due to an accident, ACC will cover the ambulance fee. For illness-related ambulance calls, your insurance may cover the cost, but you should check your policy.

For international students, having appropriate health insurance is crucial, as ACC does not cover illness or ongoing care. Your insurance policy, such as Studentsafe, is designed to cover medical expenses for illness and injury not covered by ACC.

What Happens When You Call 111?

Understanding the process can reduce anxiety in an emergency. Here is a step-by-step overview:

1. Dial 111 from any phone (landline or mobile). Even if your mobile has no credit, the call will connect.
2. The call-taker answers and asks: “Emergency, which service do you need?” You can say “Ambulance,” “Police,” “Fire,” or “All three.”
3. You will be asked for your location and a description of the emergency. Stay calm and speak clearly.
4. The call-taker will ask more questions to assess the situation. For ambulance calls, they may ask about the patient’s age, consciousness, breathing, and other symptoms. This is called “Emergency Medical Dispatch” and helps the ambulance crew prepare for what they will find.
5. Do not hang up until the call-taker tells you to. They may need to give you first aid instructions (e.g., how to perform CPR).
6. An ambulance, police car, or fire truck will be dispatched to your location. The call-taker will stay on the line with you until help arrives.

Frequently Asked Questions

What if I don’t speak English well? If you do not speak English fluently, you can still call 111. When the call-taker answers, say the name of your language (e.g., “Mandarin,” “Hindi,” “Spanish”). The call-taker will use an interpreter service to help you communicate. Do not hesitate to call 111 because of a language barrier.

Can I call 111 for a mental health emergency? Yes. If someone is in immediate danger of harming themselves or others, or if there is a serious mental health crisis, call 111 and ask for an ambulance or police. For non-urgent mental health support, you can call Need to Talk? (free call or text 1737) for 24/7 counselling from a trained professional.

What is the difference between 111 and the non-emergency police number? The non-emergency police number is 105. You should call 105 for reporting crimes that are not in progress, such as theft, vandalism, or lost property. Use 111 only for immediate threats to life, property, or safety.

I’ve called 111 by mistake. What should I do? Do not hang up. Stay on the line and tell the call-taker it was a mistake. If you hang up, they will call you back to confirm you are safe. If you do not answer, they may dispatch a police officer to your location, wasting resources.

Will my student insurance cover ambulance costs?

Preparing for Emergencies as an International Student

Being prepared can make a significant difference in an emergency. Here are practical steps you can take:

• Save 111 in your phone (it is usually already programmed, but double-check).
• Save Healthline (0800 611 116) in your contacts.
• Know your address – memorise your street address, suburb, and city. If you live in a student accommodation, know the building name and any specific block or room number.
• Learn basic first aid – consider taking a short course offered by St John New Zealand or your university.
• Keep your insurance details accessible – carry your insurance card in your wallet and save a digital copy on your phone.
• Inform your flatmates – tell people you live with where your insurance documents are and what to do if you are unwell.

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Finding the Right Insurance for Your Needs

Choosing the right health insurance policy is a critical step for international students. While ACC covers accident-related injuries, it does not cover illness or ongoing medical care. A comprehensive policy like Studentsafe, which is recommended by many New Zealand universities, ensures you are covered for both emergency and non-emergency medical expenses.

To compare different insurance options and find a policy that meets your needs and budget, use the CohortGo comparison tool. It allows you to view multiple policies side-by-side, making it easier to choose the right cover for your time in New Zealand. Don’t leave your health to chance—ensure you have the right protection before you need it.

Last updated: June 2026