North Wales Police urge motorists to understand how and when their vehicle calls 999
North Wales Police is urging motorists to familiarise themselves with their vehicle’s in-built emergency call system after seeing a rise in 999 calls triggered unintentionally.
The technology, known as eCall, is fitted to all new cars since 2018 and is designed to automatically contact emergency services in the event of a serious collision. However, Communications Operators are increasingly receiving calls from drivers who have mistakenly pressed the SOS button, believing it connects them to breakdown or recovery services.
What is eCall?
eCall is a life-saving system that automatically dials 999 if a vehicle is involved in a significant crash. It can also be activated manually by pressing a red SOS button, typically located near the roof console or rear-view mirror.
When triggered, the system sends vital information directly to emergency services, including the vehicle’s exact GPS location, direction of travel and identification details, while simultaneously opening a voice channel so call handlers can speak with occupants.
If there is no response from the vehicle, emergency services may still be deployed based on the data received.
Rise in accidental 999 calls
North Wales Police has seen an increase in calls where motorists have either pressed the SOS button accidentally or used it in non-emergency situations such as vehicle breakdowns.
These calls are treated as potential emergencies until confirmed otherwise, meaning officers and control room staff must prioritise them, which can divert resources from genuine incidents.
When to use your vehicle’s SOS button
Motorists are reminded that the SOS button should only be used in genuine emergencies, including:
- Road traffic collisions
- Medical emergencies requiring urgent assistance
- Situations where there is an immediate risk to life or safety
The system is not designed for breakdown support or general assistance.
What to do instead
If your vehicle breaks down, you should:
- Contact your breakdown provider or insurer
- Use designated roadside assistance services
- Only call 999 if you are in immediate danger, such as being stranded in a live traffic lane
Avoiding accidental activation
Drivers are encouraged to familiarise themselves with the location of the SOS button in their vehicle and take care not to press it unintentionally.
If the system is activated in error, motorists should remain on the line and inform the call handler so emergency services are not deployed 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."
By understanding how eCall works and when to use it, motorists can help ensure emergency services remain available for those in real need.