Malaysian emergency response centres certified for quality services offered to citizens

Photo credits: Jan Kruml

Picture in HD available here

6 April 2016 - EENA is happy to announce that Telekom Malaysia operating the Malaysian Emergency Response Services (MERS999) has been awarded the Certificate of Quality Standard for the services offered to citizens in distress and their excellent performance during an extensive audit programme.

“The Certificate of Quality Standard shows the great dedication of MERS999 to provide the best services to people in need of emergency assistance” said Tony O’Brien, EENA Deputy Executive Director. “The staff and management involved should be very proud of their work and accomplishments and I would like to congratulate them for this important achievement.”

“Being awarded the EENA Certificate of Quality Standard is a significant milestone for the Malaysian emergency response services. Obtaining the Certificate has been an ambitious objective, and we are happy to see the hard work of our colleagues being recognised to such standards.” added Mohd Norazhar Sulaiman, Senior Officer of MERS999, Telekom Malaysia. “We will continue doing our utmost not only to maintain this level of quality but to keep improving the services we offer to people in Malaysia.”

About the Certificate of Quality Standard:

The Certificate of Quality Standard, launched in June 2013, is a voluntary programme designed to allow emergency call centres to measure their quality of service to the citizen against specific related criteria. It is the only programme of its type anywhere in the world designed specifically for PSAPs.

Public Safety Answering Points (PSAPs) need to meet a variety of specific requirements to make sure they provide services of high quality to people in need. Staff training and performance management, standardised operating procedures and handling emergency calls in different languages are only some of the criteria that need to be fulfilled.


Useful links

Telekom Malaysia
PSAP Certificate of Quality Standard
Certified PSAPs
To know more, please contact Tony O’Brien at


EENA, the European Emergency Number Association, is a Brussels-based NGO set up in 1999 dedicated to promoting high-quality emergency services reached by the number 112 throughout the EU. EENA serves as a discussion platform for emergency services, public authorities, decision makers, researchers, associations and solution providers with a view to improving the emergency response in accordance with citizens' requirements. EENA is also promoting the establishment of an efficient system for alerting citizens about imminent or developing emergencies.

The EENA memberships include more than 1300 emergency services representatives from over 80 countries world-wide, 80 solution providers, 15 international associations/organisations, more than 200 Members of the European Parliament and over 90 researchers.