AN emergency hotline is a crucial safeguard for the public at their most vulnerable moments and therefore, issues emerging from the newly-launched Next Generation Emergency Response Services (NG999) must be given full attention.
MCA vice president Datuk Seri Dr Wee Jeck Seng said this in response to hiccups faced by the new hotline despite being launched only recently.
“Reports of calls failing to connect, going unanswered, or being routed incorrectly in several areas clearly indicate that the system is not yet ready for full deployment,” he remarked.
“An emergency hotline is a vital safeguard for the public at their most vulnerable moments. Every call could be a matter of life and death, and therefore the system’s reliability must be guaranteed without compromise.
“This is not a typical commercial application. It is a critical public safety infrastructure. If the choice of service provider is driven by cost rather than competence, or by connections rather than expertise, then the current disorder is no surprise. It is simply the predictable outcome of poor decision-making.”
Wee, who is also the Tanjung Piai MP, went on to urge the government to conduct thorough testing and simulation exercises before rolling out any public safety platforms.
These should include staging trial operations, joint simulations involving multiple agencies, stress tests based on peak call volumes, and robust backup and risk-management plans.
He said only then can the public be confident that the system will function properly in real emergencies.
“Of particular concern is that the NG999 was introduced as an upgraded replacement for the long-standing MERS999 system, has yet to demonstrate improved speed, accuracy, or even equal stability. As it stands, its performance appears to fall short of its predecessor’s reliability,” he added.
Since its implementation on Monday (Nov 17), the NG999 hotline has encountered repeated disruptions. In several locations, callers have faced the same problems including calls that do not go through, operators who do not answer, and connections that land on the wrong line.
Some individuals, even in life-threatening situations, were unable to reach the emergency centre despite trying multiple times.
“This is unacceptable and places lives at serious risk. We therefore urge the responsible agencies to ensure that only technically capable and experienced contractors are entrusted with such a crucial system,” Wee noted.
“The public must have full confidence that during an emergency, help will be available the moment they call.” ‒ Nov 20, 2025
Main image: Scoop
