Telekom Malaysia has confirmed that the 999 voice service continues as the main emergency channel following its upgrade to the new NG MERS 999 platform. The company acknowledged initial service difficulties, including slow response times and failed connections, which it attributed to a significant surge in daily call volume after the migration. It reported that the new system received approximately 70,000 calls daily, a substantial increase from the previous average, with only about five percent constituting genuine emergencies.
The company stated it has taken immediate corrective actions, such as expanding server capacity and adding call center staff, to address the performance issues. It explained that the upgrade was necessary because the former MERS999 system, after seventeen years of service, could no longer meet the country's emergency requirements. Telekom Malaysia is collaborating with five emergency response agencies to resolve the problems and is urging the public to use the 999 service responsibly, as prank and silent calls hinder assistance for actual emergencies.
The company stated it has taken immediate corrective actions, such as expanding server capacity and adding call center staff, to address the performance issues. It explained that the upgrade was necessary because the former MERS999 system, after seventeen years of service, could no longer meet the country's emergency requirements. Telekom Malaysia is collaborating with five emergency response agencies to resolve the problems and is urging the public to use the 999 service responsibly, as prank and silent calls hinder assistance for actual emergencies.
