EENA Update 22/12/2025
EENA’s newsletter brings you the latest updates in emergency communications.
In this edition, you can read about a report on Australia’s emergency call outages, Ofcom investigating outages in the UK, Armenia introducing 112 as a single number, and much more!
Thank you to all our readers for your continued support throughout the year. We will be back with more EENA Updates in 2026. Until then, we wish you a happy holiday season!
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EENA News
Registration for EENA Conference & Exhibition 2026 is open!
We’re pleased to announce that registration is now open for the EENA Conference & Exhibition 2026!
Join us in Riga, Latvia, on 15-17 April 2026, for three days of discussions, practical insights, and opportunities to connect with over 700 public safety professionals from more than 50 countries.
Whether you’re an emergency services professional, researcher, solution provider, mobile network operator, or EU institution representative, the EENA Conference offers a space to learn, exchange experiences, and stay up to date with the latest developments in public safety.
The conference programme will focus on strengthening preparedness and resilience in emergency communications, addressing challenges posed by geopolitical uncertainty, natural disasters, and the phasing out of 2G/3G networks. We will also explore Public Warning Systems, data integration, Next Generation 112, AI in PSAPs, and forthcoming EU legislation.
EENA calls for stronger telecoms resilience and connectivity in the Digital Decade Policy Programme
EENA has submitted its contribution to the European Commission’s call for evidence on the review of the Digital Decade Policy Programme, highlighting the need to strengthen Europe’s telecoms networks and ensure reliable access to emergency services.
The response calls for closing remaining coverage gaps, safeguarding access to 112 during the transition to IMS, and exploring the role of technologies such as satellite communications in supporting network resilience.
Webinars
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.
Projects
Survey on the public needs on preparedness and awareness across Europe
Help us understand public needs on preparedness and awareness across Europe by taking a short survey! The survey is available in multiple languages and is conducted within the frame of ARTEMis (AleRT and impact-forecast standards for Emergency Management), an EU-funded research project that aims to promote harmonised, standardised protocols, tools and procedures for emergency management and risk awareness at pan-European level (GA 101225852).
Your participation will help us better understand the current landscape of disaster preparedness, how communities receive information, how they prepare for potential hazards and what perceptions they hold about innovations, as well as the types of training or support that would be most useful.
The survey will take about 10 minutes to complete and is anonymous, unless you provide your email address for updates and further research, at the last question (optional). The responses will be used for the preparation of a report on technology convergence, experimentation challenges and societal gaps.
Complete the survey here by the 16th of January 2026.
Emergency communications around the world
Optus review finds widespread failures behind Australia’s emergency call outage
Optus has published an independent review into the September network outage that left many Australians unable to reach the emergency number (000) and was linked to multiple deaths. The review found that a routine network upgrade, carried out with contractor Nokia, triggered multiple technical and operational failures, with as many as ten critical errors identified. The outage lasted almost 14 hours, during which around 75% of emergency calls failed in some parts of the country. In parallel, Australian authorities and operators are also investigating an issue on certain mobile devices that can’t provide access to emergency services in newer generations of networks, while 2G and 3G are being phased out. The report also highlighted poor escalation processes, siloed engineering teams, and weaknesses in risk management. Optus’ board has accepted all recommendations, including changes to incident handling, customer communication, and emergency call testing. Regulatory investigations and a Senate inquiry into the outage are ongoing.
Read more here (ABC).
Read the full report here.
Google introduces live video sharing for Android during emergency calls
A new Android feature enables callers to share live video with emergency services during an active emergency call or text, helping call-takers better assess the situation when verbal descriptions are difficult. Known as Emergency Live Video, the feature is rolling out in the United States and parts of Germany and Mexico, and is available on Android devices running Android 8 or newer. Emergency services can request video during an incident, and users choose whether to share and can stop at any time. The video stream is encrypted by default. The feature can support situational awareness and remote guidance, such as first aid instructions, and integrates with existing emergency call-handling systems used by public safety answering points.
Ofcom investigates BT and Three over mobile outages affecting emergency calls
UK regulator Ofcom has opened investigations into BT and Three following mobile network outages that caused UK-wide disruption, including impacts on access to emergency services. Thousands of Three customers were unable to make calls in June, while BT and EE customers experienced similar issues in July. Ofcom will assess whether the operators took sufficient steps to identify risks, prevent outages, and mitigate their effects, as required under UK telecoms rules. Three attributed its outage to a third-party software configuration change that triggered a spike in network traffic, while BT apologised to affected customers and confirmed its cooperation with the investigation. The incidents add to ongoing scrutiny of network resilience in the UK, particularly after previous failures that disrupted emergency call handling and led to significant regulatory fines.
Armenia to introduce 112 as single national emergency number
Armenia is preparing to launch 112 as its single nationwide emergency number, replacing the current system of multiple emergency lines. The existing numbers of 101 (fire brigade), 102 (police) and 911 will continue to operate during a transition period, with all calls automatically redirected to 112. Deputy Minister of Internal Affairs Armen Mkrtchyan said the reform aims to reduce confusion among citizens, as multiple emergency numbers can delay response times in critical situations. By consolidating emergency access under one easily recognisable number, authorities expect to improve call handling efficiency and coordination between emergency services, strengthening public safety across the country.
Cyprus moves to modernise 112 emergency response with National Ambulance Authority
Cyprus is moving forward with plans to modernise its emergency response system by establishing a National Ambulance Authority, following approval by the Council of Ministers. The new body will be responsible for coordinating ambulance services nationwide and strengthening the country’s response to emergencies received via 112. The reform aims to address long-standing weaknesses in pre-hospital emergency care, improve coordination between services, and ensure more consistent standards across the country. The Authority will oversee ambulance dispatch, patient transport, and responses to urgent and mass-casualty incidents, while also managing the poison control centre. According to the Health Ministry, the new framework will enhance efficiency, accountability and patient safety, supporting faster and more reliable emergency medical care for citizens.
Ukraine launches 112 emergency app with offline capability
Ukraine has launched an official 112 emergency assistance application, developed by the Ministry of Internal Affairs, which can function even without mobile network coverage. Through the app, users can contact emergency services by connecting via Wi-Fi and authenticating through the national Diia digital platform. Once a call is placed, a 112 operator assesses the situation and dispatches the appropriate services, including police, medical teams, rescue services or gas emergency units. The application is designed for use in locations with limited or unstable mobile coverage, such as basements, shelters, or during network outages. Authorities have also announced plans to expand the app’s functionality, including support for sign language calls, to improve accessibility. The Ministry confirmed that the system complies with national cybersecurity standards and that personal data is used solely for handling emergency calls.
Moldova strengthens accessibility to 112 with text-based emergency communications
Moldova’s 112 Service has confirmed it can receive text messages as an alternative to voice calls, improving access for people with hearing or speech impairments. The step is supported by a new cooperation agreement signed on 10 December with the public association AudiViz. The partnership aims to enhance communication mechanisms and ensure the emergency number is accessible to all users. AudiViz will contribute its expertise in working with people with sensory impairments to help develop practical and inclusive solutions. The initiative is supported by the UK Embassy in Moldova. In parallel, the 112 Service is implementing an NG-SOS solution, which will enable faster transmission of information such as location data and visual details, further improving accessible emergency reporting.
Emergency text messages to 112 surge after registration requirement removed in Finland
The use of emergency text messaging to 112 in Finland has nearly tripled since the registration requirement was removed in June 2025. By the end of November this year, almost 20,000 text messages had been sent to the emergency number, compared to around 7,400 in 2024. Authorities say the increase is largely driven by non-emergency and inappropriate messages, which can slow down responses for people who genuinely rely on text-based access, particularly those with hearing or speech impairments. Emergency services stress that voice calls should remain the primary method for reporting emergencies whenever possible, and that text messaging should be reserved for situations where calling is not an option. The Emergency Response Centre is also preparing to introduce Real-Time Text (RTT) by 2027, enabling text to be exchanged letter by letter during emergency calls, alongside voice, in line with EU accessibility requirements.
Read more here (Hätäkeskuslaitos, in Finnish).
Dedicated mental health response vehicle launched in East of England
The East of England Ambulance Service (EEAS) has launched a new emergency response vehicle dedicated to mental health-related incidents. The unmarked “mini ambulance” is staffed by a paramedic and a specialist mental health nurse and responds to 999 calls linked to mental health crises every day between midday and midnight. The initiative aims to provide appropriate care in community settings, reducing unnecessary conveyance to emergency departments, which can be overwhelming for people in crisis. The service will be reviewed after three months to assess whether additional vehicles are needed. Funded jointly by EEAS and the Cambridgeshire & Peterborough Integrated Care Board, the project builds on similar mental health response initiatives already introduced in other parts of the region. EEAS says the approach is particularly important during winter, when mental health-related emergency calls tend to increase.