Malaysia's emergency response landscape has been undergoing one of its biggest transitions in nearly two decades. Telekom Malaysia (TM) recently stepped forward with a public statement, following mounting complaints and viral social media posts highlighting failures and delays involving the newly launched Next Generation Emergency Response Services 999, better known as NG MERS 999.

Why Malaysia Needed a New Emergency System

The original MERS 999 system had served the country for 17 years, but technology has moved on. The older platform had reached its operational ceiling. It was no longer capable of supporting modern emergency demands, such as location-based services, multi-agency coordination, or integration with newer communication tools.

NG MERS 999 was designed to bridge that gap. The upgrade was positioned as Malaysia's leap into a more advanced, internationally aligned emergency ecosystem. The intention was simple: enhance accessibility, improve response accuracy, and ensure that emergency teams could work together seamlessly across agencies.

A Surge in Calls Immediately After Migration

However, the rollout revealed challenges that TM did not anticipate. The call volume skyrocketed overnight. The old platform typically handled around 50,000 calls daily. Once NG MERS 999 went live, that number ballooned to about 70,000 calls per day.

TM revealed that only around 5 percent of these calls were genuine emergencies. The rest were silent calls, hang-ups, or outright pranks – issues that have plagued Malaysia's emergency lines for years. Despite the increase in call volume, the number of real emergency dispatches remained stable at roughly 3,500 incidents a day.

This dramatic spike put the new system under immense strain, affecting performance and triggering service instability. TM stated that it had already taken corrective action by expanding server resources, fine-tuning system configuration, and adding manpower in call centres to manage the influx.

999 Voice Line Remains the Main Lifeline

Amid the growing confusion, TM clarified that the traditional 999 voice line continues to be the primary and most reliable method for Malaysians to seek emergency help. NG MERS 999 includes additional digital components, particularly the SaveME 999 mobile app, but the app is meant to complement—not replace—the voice hotline.

TM also directed the public to the official website for guidance on installing and activating the app, reinforcing that the digital element is optional for most users.

Public Frustration and Systemic Concerns Surface

Despite TM's assurances, real-world incidents have raised alarm. Within just three days of the system going live, frustrated users shared troubling experiences online.

One case involved a family who claimed they were unable to save a loved one because the SaveME 999 app required downloading and registering before it could be used. In moments where seconds matter, layers of app setup can be the difference between life and death.

Medical frontliners also voiced concerns. A first responder described frequent app crashes, error messages, and delays in receiving emergency notifications. When alerts finally arrived, the system occasionally hung, forcing hospital staff to refresh repeatedly before they could respond. The responder noted that Malaysia previously used geographical borders in emergency dispatch to ensure quick response times – a method they say the new borderless concept is undermining.

Confusion on the Ground: Duplicate Ambulances and Dispatch Errors

The Star reported another worrying incident in Telok Air Tawar, Butterworth: two ambulances were sent to the exact same location because the system could not determine which unit was the correct one. Situations like this are more than mere glitches. They risk wasting resources and delaying aid to those who actually need help.

Senator Dr RA Lingeshwaran did not mince words, calling the issue "no longer a minor technical problem" but something that "has the potential to become a national disaster." He emphasized that the nation's emergency response system is a lifeline and that any malfunction that jeopardizes public safety is unacceptable.

A Critical Moment for Malaysia's Emergency Infrastructure

The NG MERS 999 rollout was meant to modernize how Malaysia responds to crises. Instead, it has sparked a nationwide conversation about system reliability, preparedness, and the importance of rigorous testing before deployment.

TM has begun damage control, scaling up system capacity and assuring Malaysians that improvements are underway. Yet the bigger question remains: can Malaysia adapt its emergency infrastructure without compromising the very safety it aims to improve?

The coming weeks will determine whether NG MERS 999 evolves into the robust, modern solution it was envisioned to be—or whether deeper restructuring is required to prevent future tragedies.