PUTRAJAYA, MALAYSIA November 21, 2025 – The Government has confirmed that the Next Generation Malaysian Emergency Response Services 999 (NG MERS 999) system, which commenced full operations on 16 November, is now running smoothly, although the Ministry of Health Malaysia (KKM) is currently implementing temporary internal workflow adjustments for medical emergency calls.
A joint statement issued today by the Minister of Communications and the Minister of Health stated that the Cabinet Meeting has taken note of the implementation status of the new system developed by Telekom Malaysia Berhad (TM).
“NG MERS 999 was developed to enhance the effectiveness of the nation’s emergency response through a communication network that is faster, more accurate, modern, and inclusive,” the statement said.
The system now covers 837 operational locations with an annual operating cost of approximately RM113 million, including infrastructure upgrades, inter-agency integration, and enhanced cybersecurity requirements.
It is a critical component of national emergency service delivery involving five main agencies: the Royal Malaysia Police (PDRM), Fire and Rescue Department of Malaysia (JBPM), Malaysian Civil Defence Force (APM), Malaysian Maritime Enforcement Agency (Maritim Malaysia), and the Ministry of Health Malaysia (KKM).
Two supporting applications have also been introduced:
– SaveME999 (for the public) – integrating three previous apps (SaveMEBlind, SaveMEDeaf, and SaveMEPolice) developed since 2013
– Responder App (for emergency responders)
The annual subscription cost for both applications is only RM880,000, or 0.78% of the total annual operating cost.
Temporary KKM Adjustments
KKM is currently carrying out internal workflow adjustments to ensure clinical and medical responses remain at an optimal level. These adjustments affect only the internal processes for managing medical emergency calls and do not impact the 999 phone line or the operations of other agencies.
“The ambulance activation process is now being carried out in a more structured manner using methods that have proven stable prior to full integration,” the statement explained.
Joint Special Committee to be Established
To ensure ongoing stability and effectiveness, a Joint Special Committee involving the Ministry of Communications and the Ministry of Health will be formed immediately. The committee will be tasked with:
1. Reviewing all technical, operational, and inter-agency coordination issues
2. Ensuring emergency services remain smooth and safe, including immediate system improvements
3. Submitting weekly reports to the Cabinet on implementation status, operational effectiveness, key performance indicators, and proposed short- and long-term solutions
Latest Operational Statistics
Since launch until 12:00 noon on 21 November 2025:
– 323,957 calls received
– Handled by 170 professional emergency officers at 1,302 workstations
– 95% of calls processed within 8 seconds
– 24-hour Technical Support Centre available nationwide
Both Ministers visited the NG MERS 999 Control Centre today.
The MADANI Government affirms that it will continue to ensure the national emergency system operates at the highest level of efficiency, with stabilisation work, technical coordination, and operational improvements being implemented in phases, prioritising response effectiveness, information accuracy, and inter-agency coordination for the safety of the people.
