""Photo credits: Jan Kruml

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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 [email protected].