Malaysia has activated its next-generation emergency response platform, NG MERS 999, marking a major upgrade to the country’s 999 emergency call system. The enhanced platform, which officially went live on 16 November 2025, promises faster, more accurate and more inclusive emergency response for Malaysians.
According to a joint statement issued by the Ministry of Health (KKM), Ministry of Communications (KK) and Telekom Malaysia Berhad (TM) yesterday, the NG MERS 999 system was developed through strategic collaboration with the nation’s five key emergency agencies. This includes PDRM, JBPM, APM and Maritim Malaysia, forming Malaysia’s unified emergency response ecosystem.
One of the new features is the new SaveMe 999 app which allows users to report an SOS with additional details including location, voice note, photos and video.
However, the app has received criticism due to its complicated setup process and many had complained that they were unable to receive their OTP. In addition, users are also required to login before they can submit a report, which is seen as an unnecessary friction for users to get help during an emergency.
999 voice calls remain fully operational, SaveME999 acts as an additional channel
While NG MERS 999 is now live and the govt is urging users to download the SaveMe 999 app, it assured that the traditional 999 voice call service continues to operate as usual.
The ministries reiterated that the SaveME999 app acts as an additional channel, particularly for users who require communication through text, video or multimedia. The move aligns with the government’s ongoing effort to improve the inclusiveness and effectiveness of national emergency response services.
Ambulance incident reported, but 999 system working as normal
KKM, KK and TM confirmed that they had received reports related to ambulance services.
A report by FMT recently highlighted an incident where an emergency call was made at 5.27am, followed by another call made at 6.00am when the ambulance failed to show up. Eventually, a third call was made at 6.25am and after not getting any response, the family called for a private ambulant which arrived at 8am.
In a separate incident, two ambulances reported arrived at the same emergency location.
On Sunday, a viral Facebook post highlighted the failure of NG MERS 999 to attend to an emergency incident. The post alleged that there was no answer when they called from 3:40pm to 4:40pm on 16th November. Eventually, they managed to get help after calling the local BOMBA number and the victim was sent to Hospital Selayang.
While these incidents were described as isolated, the ministries say the matter is being treated seriously given that every emergency call involves public safety and lives.
TM’s technical verification found that the NG MERS 999 system is operating normally. This includes the standard case-routing procedure that uses the “nearest available” principle to ensure the closest emergency asset can be deployed as quickly as possible.
More ambulances, tighter deployment and NGO support
KKM said it will continue to strengthen on-ground response by increasing the number of ambulances, reorganising deployment in strategic areas, and expanding cooperation with volunteer groups including the Malaysian Red Crescent Society, St. John Ambulans Malaysia and other NGOs. Ongoing assessments involving relevant agencies are also being conducted to ensure asset readiness and coordination remain aligned with national emergency needs.
NG MERS: 999 emergency line remains active, SaveME 999 app functions as additional channel
News Reports PH
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