NG MERS 999 System Sees Surge In Calls, 95 Pct Answered Within Eight Seconds - Teo

KUALA LUMPUR, Nov 24 (Bernama) -- The Next Generation Malaysian Emergency Response Services 999 (NG MERS 999) system has recorded a sharp increase in emergency calls since its launch on Nov 15, but operations remain under control, according to Deputy Communications Minister Teo Nie Ching.

She said call volume under the new system is significantly higher than the previous MERS 999 platform, yet 95 per cent of calls are being answered and processed within eight seconds.

“On the system’s first day, NG MERS 999 received 50,000 calls, far above the previous platform’s daily average of 28,000.

“On Nov 16, the number climbed to 60,000; Nov 17 (61,000); Nov 18 (55,000); Nov 19 and 20 (38,000); Nov 21 (49,000); Nov 22 (53,000), and yesterday we received 50,000 calls,” she told the Dewan Rakyat when winding up the debate on the 2026 Budget allocation for the Communications Ministry.

Teo acknowledged that many calls went unanswered during the initial surge last week, but said the situation stabilised after Telekom Malaysia (TM) increased the number of call centre agents.

“Now the system is under control even though call volumes remain higher than before,” she said.

Teo stressed that the ministry is closely monitoring the system’s performance and urged the public to lodge complaints if calls are delayed.

“TM has also been instructed to return all dropped calls to check whether the caller needs assistance. There are no coverage issues, whether in urban or rural areas, 999 remains the main emergency channel,” she said.

Teo said the user acceptance testing (UAT) for the system was conducted this year with relevant agencies, including the Royal Malaysia Police on July 11, Civil Defence Force on July 27,  Malaysian Maritime Enforcement Agency on Sept 3, and the Fire and Rescue Department on Sept 23, with the Health Ministry participating in five separate tests.

On the SafeME 999 app, which is an additional emergency contact channel, she said TM is improving the registration process by integrating a single sign-on login via MyDigital ID.

She said the app was initially developed in 2024 before MyDigital ID was fully ready.

“This is being updated, and MyDigital ID will be integrated soon. SafeME 999 has been downloaded 247,000 times, with 61,000 registered users as of yesterday,” she explained.

Teo also clarified the RM1.25 billion allocated for NG MERS 999, noting that it covers the entire 12-year concession period - one year for development and 11 years of operations.

“The system is being developed through a public–private partnership with Telekom Malaysia under a service-rental model that considers cost, lease terms, service scope and system development requirements.

“Existing MERS 999 maintenance contracts with TM were also extended to ensure continuity until the new system is fully operational,” she added.

The Dewan Rakyat then approved the ministry’s RM2.56 billion operating and development budget for 2026 by a majority voice vote.

-- BERNAMA