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SERVICES 
Tuesday, 7 May, 2002, 14:27 GMT 15:27 UK
Crackdown on 999 time-wasting
Ambulance
999 calls should be for genuine emergencies
Only one in 10 calls made to a police force control in Scotland is a genuine emergency, new figures reveal.

Strathclyde Police released the figures as part of a major drive to cut the number of nuisance 999 calls being made to emergency services in the region.

Lifeline emergency services are being clogged by people wasting time with non-essential calls or deliberately abusing its accessibility.

The crackdown by the police, ambulance and fire services in Strathclyde, as well as the Coastguard, aims to educate people on the correct use of the system.

It hopes to deter those who call 999 irresponsibly, and detect those who make hoax or abusive calls, a BBC Frontline Scotland programme was told.

Strathclyde Police received almost 400,000 calls to 999 operations this year to April:

  • 32% were silent calls

  • 19% were time-wasters

  • 34% were non-urgent police calls

  • 3.5% were abusive calls.

This means that only 11.5% of all calls (45,766) legitimately required a 999 immediate response from the police.

The police service said its efficiency was being compromised by time-wasting calls.

The list of time-wasting calls to the police 999 service includes someone worried about the lack of ponds for a waddling line of ducks, a frustrated woman who could not remove her dress because the zip was stuck, and a distraught girl unable to cope with her hair extensions falling out.

Callers to the ambulance service rang to ask crew to help wrap up Christmas presents, and to request an ambulance for a fashion photo shoot because the blue lights would look good.

A spokesman for the Coastguard said one child phoned 999 to report that a boat was sinking, and Captain Pugwash was on board.

Ambulance control room
One in 10 calls are a genuine emergency
Emergency services claim that the problem lies with the general public misunderstanding what constitutes a 999 call.

The huge growth in mobile phone use and the fact that people only know 999 rather than local offices are also blamed for the amount of time-wasting.

The number of silent callers to the 999 control room is thought to be caused by toddlers playing with the phone and mobile phone users who are completely unaware that they have dialled the emergency number.

A number of measures have been introduced to cut the number of calls clogging the system.

Nuisance calls

An "electronic auto-attendant", which filters silent calls, was introduced in Strathclyde at the end of last year.

BT's Nuisance Call Bureau has also been brought on board to trace time-wasters and hoax callers.

An information pack has been produced to raise awareness of the emergency services among primary school children.

There will also be a billboards and leaflet campaign.

Ricky Gray, Assistant Chief Constable (Operations) at Strathclyde Police, said: "If we can educate people on the proper use of the emergency number, and target the worst offenders for misusing the system, then we will see significant reductions."

Frontline Scotland was transmitted on BBC1 Scotland on Tuesday 7 May at 2235BST.

 WATCH/LISTEN
 ON THIS STORY
News image BBC Scotland's Elizabeth Quigley reports
"80% of calls are not urgent"
See also:

30 Jan 02 | Scotland
Shake-up planned for 999 calls
14 Nov 00 | Scotland
'First come' 999 service to stay
08 Dec 99 | Scotland
Ambulance death claim denied
10 Oct 00 | Health
Ambulance response times
23 Jun 00 | G-I
Heart attack
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