Penelope Pratt was shot in the head three times, but not before twice calling triple zero (000). Her emergency calls were not passed onto police.

Melbourne man James Potter has been sentenced to 24 years jail for the murder of Penelope Pratt.

His friend Aaron Gibson has been sentenced to 22 years jail for the 2010 murder.

The two men shot Penelope Pratt in the head three times, stabbed her in the chest and slit her neck because of a $160 drug debt.

The victim had called triple zero twice while hiding from the two men, however her calls were not passed on to police.

Emergency Services Telecommunications Authority's Andrew Wellwood says the call wasn't handled appropriately.

"We certainly didn't provide the empathy and support that we think she needed when she dialled triple zero," he says.

"Certainly if the call had been handled appropriately it would have been passed on to the police."

Andrew Wellwood says the call taker has been disciplined and no longer takes police calls.

However he wouldn't say if the call taker is still taking calls for other emergency services.

"We can't discuss the personal circumstances of the employee," says Andrew Wellwood.

"What I can say is that we have strong processes in place to regularly audit triple zero calls and continuously train our staff," he says.

The audio of the call (attached) has angered many in the community, with some telling Drive with Rafael Epstein the incident has diminished their faith in the emergency triple zero system.

Andrew Wellwood spoke with Rafael Epstein on 774 ABC Melbourne Drive.