The European Emergency Number Association (EENA) is delighted to announce that the Malaysian Emergency Response Services (MERS 999) has renewed its Certificate of Quality Standard

After an extensive audit programme, this certification was awarded to this PSAP for its commitment to providing a high-quality emergency call handling service.

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

The EENA Quality Certification Programme for PSAPs was launched in 2014 and 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.

More information:

The official website of the Malaysian Emergency Response Services (MERS 999) is available here.

For further information on this programme, please get in touch with our Technical Director Cristina Lumbreras at [email protected].