TM: Call routed to nearest hospital within two minutes

WE refer to “Attacked and refused help” ( The Star, Oct 18). First of all, Telekom Malaysia Bhd (TM) would like to express our deepest sympathy to the victims.

The report stated that Susmita Asad, one of the women assaulted by the armed robber, called the emergency number, which would be the Malaysian Emergency Response Services (MERS) 999, to request for an ambulance.

Based on our investigation, an emergency call was received by the 999 Response Centre on Oct 17 at 1.56am.

Our professional emergency officer (PEO) on duty answered the call according to the standard operating procedure (SOP).

Upon asking for details of the emergency, the call was successfully dispatched to the hospital within two minutes.

MERS 999 is an integrated emergency response system that consolidates and enables an emergency call in one single number – 999.

Any call made to the 999 Response Centre will be routed to the emergency services agency nearest to the location of the inci- dent for immediate ground aid and assistance.

PEOs at the 999 Response Centre are continuously trained with the necessary skills to handle emergency calls according to the SOP, including being proficient in English.

We highly appreciate the feedback on the quality of service of our 999 Response Centre operators for our service improvement.