ACM urges telecom operators to enable calls to emergency number 112 using Wi-Fi and 4G
The Netherlands Authority for Consumers and Markets (ACM) has found that, in some situations still, the Dutch emergency number 112 cannot be reached using newer technologies such as 4G and Wi-Fi calling. This means that full compliance with the policy rule regarding calls to Dutch emergency number 112 (in Dutch) which came into effect on July 1, 2021, has not yet been achieved. ACM has confronted mobile telecom operators with its findings, and has urged them to achieve full compliance by the end of the year.
At the moment, mobile calls to emergency number 112 are usually made over the 2G or 3G networks. Over the next few years, 2G and 3G will gradually be replaced, which means that, in more and more situations, it must be possible to make mobile calls using 4G networks. Mobile telecom operators must ensure that Dutch emergency number 112 can be reached (officially in Dutch: ‘aankiesbaar’, which translates to ‘dialable’) using all technologies that they use for establishing regular mobile calls, which include newer technologies such as 4G and Wi-Fi calling. In that way, the emergency number can be reached at all times, now and in the future. Note that, in this context, it is about voice services that are offered by telecom operators, not about voice services offered by apps such as WhatsApp or FaceTime.
Out-of-date mobile phones
ACM additionally notes that there are mobile phones in circulation that are not compatible with each and every new technology currently available, for example because they are out-of-date, and can only make calls using 2G or 3G, or because their manufacturers failed to make their phones’ operating systems compatible with 4G or Wi-Fi calling. Those phones, however, fall outside the scope of this policy rule.
Sending the identity and location details
The policy rule additionally stipulates that telecom operators must send the identity and location details to the emergency call center when somebody calls 112 using their mobile phone. With that information, it becomes clearer sooner in emergency situations who is making the call and from what location. Location details are determined using the locations of the towers to which the device is connected. With regard to this point, telecom operators do comply with the policy rule. Personal details are sent to the emergency call center using a different procedure. However, personal details are not known in each and every case, for example, if someone uses a prepaid sim card, and the call center is unaware that an anonymous sim card is being used. With regard to this point, too, ACM has urged all parties involved to make sure that such details become available for the emergency call center.