Ever since the Next Generation Emergency Response Services 999 (NG MERS 999) was released earlier this week, the general reception towards the SaveME999 app has not been good due to the poor registration process. However, it seems that Malaysians were unable to reach the 999 emergency line and experienced slower response times.

 

95% of Calls Were Just a Prank

Telekom Malaysia (TM) reported a significant surge in call volume immediately after the migration. While the old system handled about 50000 calls daily, the new platform received close to 70000. Only about 5% of these calls were genuine emergencies, while the majority consisted of silent or prank calls.

The actual number of emergency incidents, however, remained stable at around 3500 cases dispatched per day. This sudden spike strained the system’s performance, leading to the service disruptions faced by some users.

 

In TM’s Defence…

TM has acknowledged that some Malaysians were unable to reach the 999 emergency line and experienced slower response times during the initial rollout of the new NG MERS 999 system. The company says it understands the anxiety felt by affected individuals and families, and confirms that every reported incident is being treated with the highest level of urgency.

The previous MERS999 platform was nearly two decades old and had reached its technical limits, making it difficult to meet the country’s evolving emergency needs. NG MERS 999 was introduced as a modernised upgrade to improve accessibility, strengthen coordination between emergency agencies and align Malaysia with international emergency standards.

 

Stabilisation Measures Implemented

To address the surge, TM increased server capacity, optimised server configurations and deployed extra resources at the call centre to manage the higher volume. The company says these efforts are ongoing as part of its commitment to restoring full stability.

The company also issued a reminder to Malaysians to use the emergency hotline responsibly. High numbers of unnecessary and prank calls can delay help for those facing real emergencies, affecting overall response efficiency.

 

999 Voice Line Still the Main Emergency Channel

TM emphasised that the traditional 999 voice service remains fully operational and continues to be the primary channel for emergency assistance nationwide. Meanwhile, the SaveME999 mobile app is available as a supplementary option for users who may need an alternative. Installation guides and FAQs are available on the official 999 website.

 

Working With All Emergency Agencies

TM says it is working closely with all five emergency-response agencies — the Health Ministry, Royal Malaysia Police (PDRM), Fire and Rescue Department (Bomba), Civil Defence Force (APM) and the Malaysian Maritime Enforcement Agency (APMM) — to ensure seamless end-to-end operations under the upgraded system.

 

TM Reaffirms Commitment to National Emergency Services

TM says it remains fully committed to safeguarding Malaysia’s critical emergency infrastructure. Its teams continue to work around the clock to stabilise the platform and ensure that every Malaysian can get reliable help, whether through the 999 voice system or the SaveME999 app. Stay tuned for more trending tech news at TechNave.com.