New 9-1-1 callback system launches in Whitby, Durham today


Published August 20, 2021 at 1:03 pm

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Durham Regional Police Communications and 9-1-1 are launching a new system for disconnected emergency calls today.

Each year the service receives thousands of 9-1-1 calls that disconnect before any voice contact is made. Some of the reasons for these calls range from pocket dials to children playing with a cell phone.

The follow-up required for these disconnected calls takes valuable time away from communicators who should be responding to actual emergencies.

As a result, a new automated one-way SMS (text) message will be sent to any cell phone in Durham that has dialled 9-1-1 and disconnected:

The text will read:

*** Do not reply to this text***
YOUR PHONE DIALLED 9-1-1 but disconnected before reaching an operator. If you have an emergency, call 911 immediately and remain on the line.

You will receive a confirmation call from a blocked number and Police ask that if you can please answer the call.

If you receive this message on your cell phone, you should expect a call from a 9-1-1 operator confirming the call was accidental and that you are not in need of assistance.

If you do require emergency assistance you cannot respond to the text so you must instead 9-1-1.

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