‘We waited for hours’, social media protests over NG MERS 999 alleged response failures
Many users have shared on platforms like TikTok that they endured long waits for ambulances after failing to reach the 999 hotline, or being directed to use the app instead.
SHAH ALAM — With the November launch of the Next Generation Malaysian Emergency Response Services 999 (NG MERS 999), social media has lit up with complaints that the new system and accompanying SaveME999 mobile app make it difficult to summon help quickly in an emergency.
Many users have shared on platforms like TikTok that they endured long waits for ambulances after failing to reach the 999 hotline, or being directed to use the app instead.
“Forgive us, fellow Malaysians. If our response is delayed when you need ambulance services, we are also caught between the new system that has been introduced,” one user, @dressamodern.u5, believed to be a first responder, wrote on Wednesday.
Under the older MERS999 setup, calling 999 alone was enough to summon help.
However, with NG MERS 999, people are encouraged to download the SaveME999 app. Netizens are questioning this change, arguing that in life-or-death moments, there is no time to install and navigate a new app, especially when connectivity may be poor or calls are dropped.
Several users also expressed frustration in the comment section.
@Are-Ngah--93 claimed “I experienced this yesterday, poor Indian auntie, her mother passed away at home. I called 999 dozens of times with no answer. In the end, she called a private ambulance. By the time arrived, her mother had already passed away.
@HarithNajmi added “This just happened yesterday, I called at 8am. By noon, no one had arrived. If someone falls sick, they would already be dead by the time help arrives. It’s better to take them straight to the grave.
Others, such as @Miki and @akhiarhalim, complained of poor app usability, especially in Sabah and Sarawak where network coverage is patchy and training for the new system was allegedly inadequate.
Meanwhile, @Khairi Adnan asked “Can we no longer call 999 directly now?
And @wana khair wrote “I just realised in an emergency we have to open an app, this government system really makes life difficult for the people.
Telekom Malaysia (TM), together with the Communications Ministry and the Health Ministry reportedly said that the 999 voice line remains fully operational and had not been replaced.
In a joint statement, they clarified that the SaveME999 app serves as an additional channel, particularly useful for users who need to send video, text or multimedia alerts.
TM further explained that NG MERS 999, which launched on Nov 16, consolidates emergency services under a modern digital platform, replacing the older MERS999 system.
The system uses AI, geolocation and unified communication across five agencies, including the Health Ministry, police, Fire and Rescue Department, Civil Defence Force and Malaysian Maritime Enforcement Agency, to improve coordination and speed of response.
According to TM, NG MERS 999 utilises the “nearest available” principle to dispatch emergency resources more efficiently and the platform now covers over 800 locations nationwide, about twice as many as under the old system.
TM said it is continuously strengthening system performance and working on improving user experience.
The two ministries noted that while there had been publicised issues, these are isolated incidents.
They added that efforts are underway to boost field response by adding more ambulances, better distributing personnel to cover strategic areas, and leveraging volunteer organisations like the Malaysian Red Crescent and St John Ambulance.
NG MERS 999, also referred to as NG999, was officially signed into development by TM and the government on 1 July 2024. The collaboration formalised TM’s role to manage the platform, infrastructure and connectivity of the emergency system.
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