July 01, 2026 - 204 views
North Wales Police is urging drivers to familiarise themselves with their vehicle’s built-in emergency call system after a rise in 999 calls being triggered unintentionally.
The technology, known as eCall, has been fitted to all new cars since 2018 and is designed to automatically alert emergency services in the event of a serious collision. It can also be activated manually using an SOS button inside the vehicle.
However, police communications operators are increasingly receiving calls from motorists who have pressed the button by mistake, or used it in situations such as breakdowns while believing it connects them directly to recovery services. These calls are treated as potential emergencies until confirmed otherwise, meaning control room staff must assess and prioritise them, which can place additional pressure on emergency services and divert resources from genuine incidents.
Drivers are being reminded that the SOS function should only be used in genuine emergencies, including road traffic collisions, medical emergencies requiring urgent assistance, or situations where there is an immediate risk to life or safety. It is not designed for breakdown cover or general roadside help.
Instead, motorists should contact their breakdown provider or insurer if their vehicle fails, or use a designated roadside assistance service. Police say 999 should only be used if there is immediate danger, such as being stranded in a live traffic lane.
Drivers are also being encouraged to take time to check where the SOS button is located in their vehicle and to ensure it is not pressed accidentally. If the system is activated in error, motorists are advised to remain on the line and inform the call handler so emergency services are not deployed unnecessarily.
North Wales Police Deputy Call Centre Manager Peris Hatton said the technology plays an important role in helping emergency services respond quickly to serious collisions and save lives, but stressed it must be used correctly.
“eCall technology plays a vital role in helping emergency services respond quickly to serious collisions and save lives,” she said. “However, it’s important that it’s used correctly. Accidental or inappropriate use places additional demand on our control room and can delay our response to those who genuinely need urgent help.”
Police are reminding motorists that understanding how the system works is key to ensuring emergency services remain available for those in genuine need.
