When every second counts: How fake calls put lives at risk

Sinar Daily

18-07-2025

KOTA BHARU - Behind the routine sound of an emergency call ringing lies a harsh, often overlooked reality: every fake call isn't a harmless prank - it can mean the difference between saving a life and losing one.
Kelantan Fire and Rescue Department (JBPM) director Farhan Sufyan Borhan said that although Malaysia's emergency response system has become increasingly sophisticated through the Malaysian Emergency Response Services (MERS) 999, fake and prank calls continue to pose a serious challenge, often disrupting critical rescue operations.
"Fake calls occur when the caller provides a full address, but upon arrival, no real incident has taken place. Prank calls, on the other hand, involve the caller remaining silent, making jokes, or merely seeking attention. The key difference is that prank calls are usually filtered by Telekom Malaysia (TM) before they reach us,' he told Bernama recently.
He also recalled his experience before the implementation of MERS 999, when the fire department had to bear the cost of every incoming call.
"Some people called because they were broken-hearted, others used public phones just to make jokes. Back then, it was the fire department that had to foot the phone bill,' he said.
Now, with the MERS 999 system operated free of charge by TM, every emergency call undergoes a preliminary screening process. Additionally, caller details such as name and location are recorded to help expedite response times.
Behind the routine sound of an emergency call ringing lies a harsh, often overlooked reality: every fake call isn't a harmless prank - it can mean the difference between saving a life and losing one. Photo for illustrative purposes only - Canva
"By the time MERS 999 connects the call to us, the nearest fire station has already received the 'call sheet' and is preparing to deploy. However, we still need to ask the caller for more details, such as the type of fire or the condition of the victim, so the commander can better plan the operation.
He added that the MERS 999 system is operated simultaneously by three call centres located in Cheras, Melaka, and Kuching in Sarawak.
"If one centre is busy, the call is automatically redirected to another without affecting response time,' he said.
He also addressed a common misconception among the public: "Some people assume that if a call from Sabah is routed to Sarawak, it causes delays. In reality, it doesn't; the system is designed to ensure a fast and efficient response, no matter which centre handles the call.
He also recalled a tragic incident during his time in Sabah, where the fire department was accused of being late to a scene that resulted in three fatalities.
"The caller gave an incomplete address, and the commander had to seek additional information. The victims weren't trapped by a locked grill, but the fire spread too quickly,' he said, adding that the case served as a critical reminder of the importance of providing complete and accurate details during emergency calls.
While no fake callers have been prosecuted in Kelantan so far, Farhan Sufyan noted that in Sabah, legal action was taken after offenders were successfully traced.
"We will lodge a police report for further action. These fake calls are not just a nuisance, they can delay aid to actual victims,' he stressed.
He also described making fake or prank calls as not only a crime but a dangerous hobby that can cost lives. He urged the public to use the MERS 999 emergency line responsibly and only in genuine emergencies, emphasising that such irresponsible behaviour could delay help for real victims.
According to Kelantan JBPM statistics, as of July 7 this year, the department has received 2,053 calls, including 796 fire cases, 1,173 rescue operations, 76 special tasks, and eight fake calls.
In 2024, a total of 6,099 calls were recorded, comprising 3,112 fires, 2,755 rescues, 208 special tasks, and seven fake calls. This compares to 4,480 calls in 2023 (1,820 fires, 2,571 rescues, 82 special tasks, and seven fake calls) and 4,213 calls in 2022, which included 1,111 fires, 2,122 rescues, 978 special tasks, and two fake calls. - BERNAMA