48Speed, efficiency and reliability for numbers 000 and 112

48 Speed, efficiency and reliability for numbers 000 and 112

(1) Subject to subsection (2), the emergency call person for 000 and 112 must ensure that, for each day that the person receives calls to the emergency service number 000 or 112: (a) 85% of the calls are answered by a call‑taker within 5 seconds of reaching the relevant answering point for the call; and (b) 95% of the calls are answered by a call‑taker within 10 seconds of reaching the relevant answering point for the call. (2) The emergency call person for 000 and 112 will not be in breach of subsection (1) if a failure by it to reach a daily target set out in that subsection is due to a matter beyond the control of the person and which could not have been reasonably foreseen by the person.

Note: Example 1: Delay in answering emergency calls due to unexpectedly high calling volumes caused by unforeseen natural disasters.

Note: Example 2: Delay in answering emergency calls because of action taken to prevent or manage an ECS disablement event.

Note: Example 3: Delay in answering emergency calls due to operational issues experienced by an emergency service organisation.