The new NG MERS 999 emergency system is managing a major increase in calls, with 95% answered within eight seconds.
KUALA LUMPUR: The Next Generation Malaysian Emergency Response Services 999 (NG MERS 999) system has recorded a sharp increase in emergency calls since its launch.
Deputy Communications Minister Teo Nie Ching told the Dewan Rakyat that operations remain under control despite the higher volume.
Call volume under the new system is significantly higher than the previous MERS 999 platform’s daily average of 28,000.
On the system’s first day, NG MERS 999 received 50,000 calls.
The number climbed to 60,000 calls the following day and reached 61,000 on November 17.
Teo acknowledged that many calls went unanswered during the initial surge last week.
She said the situation stabilised after Telekom Malaysia 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.
She 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.
On the SafeME 999 app, Teo said TM is improving the registration process by integrating a single sign-on login via MyDigital ID.
The app has been downloaded 247,000 times with 61,000 registered users.
Teo also clarified the RM1.25 billion allocated for NG MERS 999 covers the entire 12-year concession period.
The system is being developed through a public-private partnership with Telekom Malaysia under a service-rental model.
The Dewan Rakyat approved the ministry’s RM2.56 billion operating and development budget for 2026 by a majority voice vote.
