The Proposal to Streamline South Africa’s Emergency Call System to 112 Receives Mixed Reactions
In a bold proposal, South Africa’s Minister of Communications and Digital Technologies, Solly Malatsi, suggests phasing out the familiar 10111, 10177, and 107 emergency numbers, consolidating them under the single, universally recognized emergency hotline: 112. The recommendation, outlined in a recent government gazette, is open for public comment through November.
Consolidation of Emergency Numbers
Under the current system, the country uses several public emergency numbers:
- 10111 for police assistance,
- 10177 for ambulance services,
- 107 for general emergencies in areas like Tshwane and Cape Town.
Malatsi’s proposal would make 112 the single national emergency contact number, aligning South Africa with global standards. The 112 number is already in limited use in the country but would become exclusive under new regulations by the Independent Communications Authority of South Africa (Icasa), pending amendments.
Why the Change?
The Department of Communications and Digital Technologies (DCDT) argues that a unified number could streamline emergency responses, making it easier for the public to remember and access. The current framework in the Electronic Communications Act (ECA) suggests a single emergency number is possible but requires dedicated 112 Emergency Centres, which haven’t yet been established. Instead, calls to 112 are managed through individual network service providers’ communications centres, resulting in inconsistent handling across regions.
Ongoing Challenges with Emergency Call Centres
The state of South Africa’s emergency call centres has raised concerns. A recent report revealed a nationwide shortfall in staffing, with only 41.31% of emergency call centre positions filled. Former police minister Bheki Cele noted that this shortage has led to over 14.9 million abandoned calls between 2018 and 2024, creating a strained, unreliable emergency response system.
Provincial differences highlight the staffing gaps:
- Western Cape leads with an 86% staffing capacity in its Maitland call centre.
- Gauteng and Free State are notably low, with just over half of the positions filled in Gauteng, and under 35% in Free State and Mpumalanga.
The Free State also had the highest call abandonment rate at 64.6%, with North West and Gauteng following closely.
Public Response and Implementation Timeline
This proposal invites public feedback until the end of November, giving citizens, emergency workers, and local authorities the chance to voice concerns or support. Critics question if a single hotline can handle the volume and complexity of emergency calls across various services, given that only 41.31% of emergency call centre positions are currently staffed.
What’s Next?
Should the Icasa regulations be amended as proposed, South Africa will begin to phase out these legacy emergency numbers, transitioning to 112 as the sole emergency line. Improving emergency response reliability will also involve the addition of 535 new constable positions, part of SAPS‘s revised Fixed Establishment plan, which was announced earlier this year.
Final Thoughts
This move toward a single emergency hotline could streamline emergency communications, yet it hinges on the successful staffing and functionality of the 112 centres. If the changes proceed, South Africa will join other countries that operate a single emergency contact number, ensuring a simpler, more accessible system for residents nationwide.
Also read: SA Emergency Numbers That Your Kids Should Know in Case of an Emergency
