EENA’s newsletter brings you the latest updates in emergency communications.
In this edition, you can read about problems with 2/3G switch-off in Sweden, Australia’s continued emergency call outages, new AI solutions in PSAPs, and much more!
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EENA News
There’s still time to register for our event on the Future EU Legislation on Emergency Communications!
There’s still time to register to our upcoming event, Future EU Legislation on Emergency Communications, taking place on 3–4 December 2025 in Brussels.
As the European Commission prepares to publish its proposal for the Digital Networks Act (DNA), this event will be an opportunity to look back at the current European Electronic Communications Code (EECC) and explore what the next phase of EU telecom policy could mean for emergency communications.
Across the two days, we’ll cover the future of caller location, accessibility and equal access to 112, the role of new communication platforms, and the transition to packet-switched networks and NG112. You’ll hear from decision-makers, experts and practitioners from across Europe.
The programme features contributions from Ukrainian emergency services, who will share first-hand insights on maintaining emergency response during wartime, as well as several European Commission speakers offering updates on public warning, accessibility, critical communications and the broader legislative context.
New EENA document: Applying the NG112 Framework to support European legislative requirements
Next Generation 112 (NG112) is a major step forward in modernising Europe’s emergency communications. As legacy networks phase out, NG112 introduces an all-IP, multimedia-capable system that supports real-time text, audio, video and accurate location data, aligning with the EU legislation to ensure interoperability, resilience and equal access for all citizens.
In our latest document, EENA’s Technical and Operations Committee Co-chair, Wolfgang Kampichler, outlines how NG112 supports EU policy objectives and provides guidance for policymakers, emergency services and communication providers. The document also demonstrates how NG112 enables accessibility, cross-border cooperation and accurate location delivery, contributing to a more resilient and citizen-centred emergency communication system across Europe.
EENA and European Parliament Intergroup to host an event with 112 Ukraine on protecting citizens in crises
On 2 December, EENA, in cooperation the European Parliament Intergroup on Resilience, Disaster Management and Civil Protection, will hold an event in the European Parliament with representatives from the Ukrainian government to discuss how Europe can better protect its citizens during severe crises such as war.
Discussions will cover both technical and policy aspects, from protecting citizens during missile attacks and telecommunications blackouts to improving coordination through the Union Civil Protection Mechanism and Digital Networks Act.
Webinars
Did you miss our latest webinar? You can now watch the recording of our webinar on handling emergency calls in foreign languages! In the webinar, the 112 Response Center of the Autonomous Province of Trento (Italy) will share its experience in managing multilingual emergency calls through the use of a third-party translation service.
Are you interested in sharing your expertise in an EENA webinar? You can contact Sanna Antila at [email protected] to suggest topics you’d like to speak on in our upcoming webinars.
Emergency communications around the world
2G/3G switch-off to block certain phones from emergency calls in Sweden
Sweden’s 2G and 3G networks will be shut down in December 2025, and the Swedish Post and Telecom Authority (PTS) is warning that some 4G phones will no longer be able to reach 112 once the old networks disappear. Although these devices can make normal VoLTE calls, they do not support emergency calls over 4G, meaning users may think their phone works while being unable to contact emergency services. Tre, Telenor and Tele2 have been relying on affected phones switching to Telia’s remaining 2G network for emergency calls, but PTS says this emergency-roaming solution is not enough and that operators must ensure 112 calls can be placed through their own networks. After an urgent review, PTS has now ordered the operators to identify all affected models, inform customers immediately, and block these phones from their networks in early 2026, with an earlier deadline for certain devices. Users with incompatible phones will need to replace their handset or move to an operator that can still route emergency calls via 2G or 3G. PTS says the inconvenience is necessary to avoid the risk of people discovering too late that they cannot reach 112.
Australia’s emergency call failure linked to outdated Samsung software
TPG Telecom, an Australian telecommunications provider, has confirmed that a Sydney customer died after their Samsung phone, running outdated software, failed to connect to the emergency number. The incident, reported by NSW Ambulance, occurred despite TPG’s network operating normally. Early findings indicate that older Samsung devices require a software update to ensure emergency call compatibility on TPG’s network. Under 2024 regulations, telcos must notify affected users and later block non-updated devices. TPG says it contacted customers on 7 November and expressed condolences while urging immediate updates or replacements. Samsung also advised users to install the latest software. The Australian Communications and Media Authority (ACMA) will investigate TPG’s compliance, with the communications minister calling the case “tragic”. The incident follows earlier emergency call failures involving Optus and recent warnings that dozens of Samsung models may not connect correctly during emergencies.
Argentina launches national cell broadcast alert system
Argentina’s National Communications Agency (ENACOM) has approved the creation of AlertAR, a new national early warning system that will use Cell Broadcast technology to deliver emergency notifications directly to all mobile users. Backed by ARS 12 billion from the Universal Service Fund, the initiative will upgrade mobile infrastructure, integrate civil protection platforms, and install dedicated servers and control centres. AlertAR will transmit alerts for emergencies such as earthquakes, fires, and severe weather without requiring apps, registration, or data connectivity. It will operate on 4G and 5G networks, ensuring reliable communication even during network congestion. The system’s rollout will be phased, starting with regional pilots, and will follow international standards from 3GPP and GSMA. ENACOM highlighted that AlertAR strengthens national resilience and aligns Argentina with other Latin American countries adopting cell broadcast systems, including Chile, Peru, Ecuador, and Brazil.
Read more here (Mobile Time, in Spanish).
California resets its Next Generation 911 rollout after regional design fails
California is overhauling its ambitious Next Generation 911 (NG911) project after its original regionalised design proved unworkable during early deployment. The system, created in response to disasters like the 2018 Camp Fire, was intended to boost resilience by dividing the state into four independently operated regions. Between 2019 and 2025, the state invested more than $450 million in contracts with four vendors to build the system. However, once activated in a small number of dispatch centres, serious operational disruptions emerged — including lost and misrouted calls — prompting the California Governor’s Office of Emergency Services (Cal OES) to halt the rollout in late 2024. Cal OES has now decided to abandon the regional model in favour of a simpler statewide design used in other US states. New procurement is planned for 2026, with the redesign expected to cost taxpayers hundreds of millions of dollars more. Officials say the reset is necessary to ensure long-term reliability, though fire chiefs, vendors, and legislators have raised concerns about transparency, delays, and growing costs. California will continue relying on its ageing legacy 911 infrastructure until the new statewide NG911 system is fully deployed, likely years from completion.
Read more here (The Sacramento Bee).
Malaysia launches an NG999 system
Malaysia’s new Next Generation Emergency Services (NG999) system officially went live this week, replacing the long-running MERS999 platform. The upgraded system introduces fully digital, integrated emergency call handling, improving data sharing and coordination between call centres and national agencies. To support the transition, the public has begun receiving SMS notifications encouraging them to download the SaveME999 app, which enables faster, more accurate location reporting in emergencies. Authorities also reminded users to avoid misuse of the emergency line.
NG999 incorporates web-based mapping, caller ID, geolocation, AI tools and mobile app functionality—features the government says will significantly strengthen nationwide emergency response capabilities.
Canadian police adopt AI system to reduce non-emergency call load
The Halton Regional Police Service in Ontario has introduced an AI-powered voice agent named SARA (Smart Answering Routing Assistant) to help manage non-emergency calls. The system is designed to filter and route the high volume of non-urgent calls—estimated at around 60%—so dispatchers can focus on emergencies. After months of testing across various scenarios, the police service officially launched SARA on 10 November. The department says the tool, which supports more than 30 languages, will help reduce the 160,000 non-emergency calls handled by communicators each year, improving response capacity for urgent incidents.
U.S. launches a trial of drone-delivered AEDs during 911 calls
A groundbreaking clinical trial in North Carolina is testing whether drones can deliver defibrillators faster than traditional EMS during cardiac arrests. Led by Duke Health and coordinated by the Duke Clinical Research Institute, the project dispatches drones carrying AEDs during real 911 calls in Forsyth County. The drones autonomously fly to the incident location and lower the AED to the ground, while dispatchers guide bystanders through use of the device. With over 350,000 cardiac arrests occurring annually in the U.S. and survival rates below 10%, the aim is to close the critical time gap before treatment. Researchers hope to deliver AEDs in under five minutes to more than half of the study area. The trial—supported by the American Heart Association and multiple partner institutions—is also expanding to James City County, Virginia. Officials say drones won’t replace EMS, but they can strengthen the chain of survival when every second counts.
Read more here (Medical Xpress).
Luxembourg launches an app to support faster cardiac arrest response
Luxembourg’s emergency services (CGDIS) have launched Staying Alive LU, a new mobile app designed to mobilise nearby volunteers when a cardiac arrest occurs. With around 500 cardiac arrests recorded each year in Luxembourg, the app aims to ensure help reaches victims as quickly as possible. Users who opt in will receive an alert if a cardiac arrest is reported in their vicinity and will be guided step-by-step on how to assist before emergency services arrive. According to Tom Barnig, director of operational coordination at CGDIS, anyone can register — even those without training — whether to start CPR or simply fetch a defibrillator. Dispatchers at 112 will continue to guide callers over the phone during resuscitation. After testing since June, the app is now available to the public.
Community highlight
Delphine Buffard is a crisis management and public affairs expert with 20+ years’ experience in security, AI, data, and institutional resilience. She is currently seeking new professional opportunities. Delphine has led major initiatives in population alerting, crisis communication, and emergency response, and has held senior roles at ChapsVision, Deveryware Group, and Cedralis. She also brings experience as a technical adviser and chief of staff in local government.
EENA was here
TOGETHER project kick-off meeting
19-20 November 2025, Brussels, Belgium
EENA, as part of the consortium for the EU-funded TOGETHER project, took part in the kick-off meeting held last week. TOGETHER aims to enhance disaster resilience and response coordination by integrating data-driven tools, digital twin technologies, and stakeholder engagement mechanisms. The project will bring together first responders, public authorities, researchers, and citizens to co-develop innovative solutions that strengthen preparedness, improve situational awareness, and enable faster, evidence-based decision-making during crises.
ARTEMis project kick-off meeting
18-20 November 2025, Athens, Greece
EENA, a member of the consortium for the EU-funded ARTEMis project, participated in the kick-off meeting held last week in Athens. ARTEMis is a research initiative that aims to strengthen Europe’s emergency management capabilities by developing an integrated framework for harmonised alerting and impact forecasting. The project will deliver innovative tools to visualise risk, vulnerability and exposure using satellite data and impact-forecasting models, supporting more accurate and timely decision-making. In addition, the consortium will create multilingual training programmes designed to enhance the skills and preparedness of key stakeholders across the disaster management community.