Recent inappropriate calls to the emergency line have prompted concerns about the potential risks such calls may pose to lives in genuine emergencies. Call takers at the Suffolk Constabulary Contact and Control Room (CCR) have highlighted some of the bizarre and non-emergency calls they have received, raising awareness about the need to use the emergency line responsibly.
Over the past 12 months, the CCR has experienced a 14% increase in 999 calls compared to the previous year. Current projections estimate a potential 40% increase in calls for the entire year of 2023 compared to two years ago. With the upcoming summer holidays, the number of daily calls could easily surpass 500.
Some examples of inappropriate calls include queries about whether a Jaffa Cake is a cake or a biscuit, and requests for police to provide a lift to a hospital appointment. These calls take valuable time away from call handlers who need to prioritise genuine emergencies, potentially putting lives at risk.
Recent Examples of Typical Inappropriate 999 Calls Received:
• To ask if they can have a BBQ in Christchurch Park
• To ask what they have been charged with after losing paperwork
• To ask for help to get into their house after being locked out
• To ask for medical assistance when unable to find resolution via 111
• To ask for details on someone in custody
• To report an abandoned vehicle that has been there for several days
• To ask for an incident number for a crime they previously reported
• To ask for assistance in looking after a pet after its owner was taken to hospital
• To report an abandoned vehicle that is off road/not blocking a road
• To ask for help in civil matters (on this occasion, reporting a discrepancy with a retailer on a kitchen appliance that was not installed)
• To ask for advice regarding power of attorney
• To ask for a lift to a hospital appointment
• To report a non-recent collision
• To report a medical incident after already calling an ambulance where no crime had occurred
Chief Inspector Shawn Wakeling emphasizes that inappropriate calls are not always intentional, often made in panic or with good intentions. Nevertheless, these calls can divert crucial resources from actual emergencies. Each call is carefully assessed, taking several minutes to determine the appropriate response, which can be agonising for those waiting with a real emergency.
The police are urging the public to think before dialing 999 and consider alternative contact methods for non-urgent matters. For non-urgent crimes, such as incidents of anti-social behaviour, criminal damage, theft, and road traffic collisions, the public can report online via the Suffolk police website. Live Chat is available for general enquiries, advice, and guidance during weekdays between 09.00 and 17.00
The Live Chat service offers real human operators who have received the same training as call takers. It provides communication for those with hearing impairments and automatically translates 100 languages for those less comfortable communicating in English.
Accidental 999 calls, such as misdials or pocket dials, should not be hung up, as they are treated as emergencies. Call takers will attempt to identify, contact, and locate the caller to ensure there is no urgent situation, which may lead to unnecessary officer deployment.
Police and Crime Commissioner Tim Passmore emphasises the importance of understanding when to dial 999 and when to use the non-emergency 101 number, Live Chat, or the website. Inappropriate calls can lead to delays in genuine and urgent calls for assistance. Every second counts in life and death emergencies and public awareness of appropriate contact methods can help alleviate pressure on the emergency line and ensure swift responses to real emergencies.
