Dialwise

Every day our dedicated emergency services are just a phone call away, ready to respond to anything - from missing people and antisocial behaviour, to road traffic collisions and more.

999 is a number we all learn is a lifeline we can rely on when things take a turn for the worst.

But here's the twist – not every situation demands a 999 call. In fact, many don't.

999 should only be used in situations where:

• life is at risk
• persons are badly injured
• a crime is in the process of being committed
• offenders are nearby
• there has been a serious disruption to the flow of traffic

When to call 101:

• to report non-urgent incidents
• when a crime is not happening now

Why does it matter?

Unnecessary 999 calls not only tie up emergency lines but also divert valuable resources from where they're needed most. By making the right call, you play a crucial role in helping the police prioritise and respond faster to genuine emergencies.

Throughout this campaign, we will provide information, tips, and alternative contacts for non-urgent enquiries. Educating and changing the behaviour of the people within our communities.

If you dial 999 by accident

Accidents happen, and we understand. Sometimes, during our busy lives, we accidentally dial 999. It's a common mistake, but you must stay on the line. If you hang up, the call is treated as an emergency. Our call handlers are left in the dark, not knowing if you need help or if it was a mistake. They must follow the protocol, which may involve dispatching emergency responders to your location – they can’t close the call case until they know you’re ok. This is time-consuming and can divert resources from real emergencies.

You must stay on the line to explain that it was an accidental call and that you’re ok. Your simple gesture can save valuable time and resources, and even lives.

How to stay on the line:

• stay calm - accidental calls can happen to anyone
• wait - give the call handler a chance to respond
• explain - calmly explain that it was an accidental call, and that you are not in need of any emergency assistance
• confirm your location - be ready to provide your location so that the dispatcher can verify everything is ok

The more people who know about dealing with an accidental call to 999 - ie. staying on the line - the better. Please tell your friends and family that this is what they should do if the situation ever arises for them.

Together, we can help make sure that every 999 call counts.