North Wales Police is urging motorists to familiarise themselves with their vehicle’s built in emergency call system after seeing an increase in accidental 999 calls.
The technology, known as eCall, has been fitted to all new cars since 2018 and is designed to automatically contact the emergency services following a serious collision. However, Communications Operators are receiving more calls from drivers who have unintentionally activated the system or mistakenly believed the SOS button connected them to breakdown or recovery services.
The force says the rise in accidental activations is placing unnecessary pressure on control room staff, as every eCall activation must initially be treated as a potential emergency until operators can confirm otherwise.
Motorists are being reminded that the SOS button should only be used in genuine emergencies, including road traffic collisions, medical emergencies requiring urgent assistance, or situations where there is an immediate risk to life or safety. It is not intended for vehicle breakdowns or general roadside assistance.
If a vehicle breaks down, drivers should instead contact their breakdown provider or insurer and use dedicated roadside recovery services. The only exception is if they are in immediate danger, such as being stranded in a live traffic lane, when calling 999 would be appropriate.
North Wales Police is also encouraging drivers to familiarise themselves with the location of the SOS button in their vehicle to reduce the risk of accidental activation.
If the system is triggered by mistake, motorists should stay on the line and explain the situation to the call handler so emergency services are not dispatched unnecessarily.
North Wales Police Deputy Call Centre Manager Peris Hatton said:
“eCall technology plays a vital role in helping emergency services respond quickly to serious collisions and save lives. However, it’s important that it’s used correctly. Accidental or inappropriate use places additional demand on our control room and can delay our response to those who genuinely need urgent help.”
The force says that by understanding how the eCall system works and when it should be used, motorists can help ensure emergency services remain available for those who need them most.
