Chamber
Plenary, 29 Jun 2000
29 Jun 2000 · S1 · Plenary
Item of business
Emergency Calls
I should first declare that I used to work for British Telecommunications plc, as I want to speak from my own experience.
BT and other companies that provide the 999 service welcome people who want to sit in on calls that come into the operator service so that they can see and hear how operators deal with such calls. It is an incredibly illuminating experience. Linda Fabiani's motion is well intentioned and, when she spoke to it, it sounded more positive than it might have read. However, something has to be done about a situation in which 50 per cent of emergency calls are not really emergency calls.
As the largest number of hoax calls come from children, a big job clearly has to be done in schools to make children understand the seriousness of phoning the 999 service. Even if such calls usually start off with the operator being asked the colour of their underwear—I apologise for using unparliamentary language—they can include gross obscenities. Unfortunately, the matter does not just involve children in this country. I was amazed to find that, after a national newspaper paid for free phone boxes to be used by British servicemen in Bosnia, Bosnian children phoned the 999 service and abused the operator. Although hoax calls are a big problem with children across the world, it is a problem that parents do not accept. I have had to play many parents the tapes of their children abusing operators in the 999 service before they would accept that their children were involved.
We also need to deal with people who do not grasp the concept of the 999 service. Although I do not think that anyone would have a problem with the examples that Linda Fabiani gave, they might have problems with someone who uses a phone that takes only 999 calls and asks to be connected to so-and-so. They have a problem with people who phone 999 for bus times, their own mobile phone numbers and police addresses.
BT and other companies that provide the 999 service welcome people who want to sit in on calls that come into the operator service so that they can see and hear how operators deal with such calls. It is an incredibly illuminating experience. Linda Fabiani's motion is well intentioned and, when she spoke to it, it sounded more positive than it might have read. However, something has to be done about a situation in which 50 per cent of emergency calls are not really emergency calls.
As the largest number of hoax calls come from children, a big job clearly has to be done in schools to make children understand the seriousness of phoning the 999 service. Even if such calls usually start off with the operator being asked the colour of their underwear—I apologise for using unparliamentary language—they can include gross obscenities. Unfortunately, the matter does not just involve children in this country. I was amazed to find that, after a national newspaper paid for free phone boxes to be used by British servicemen in Bosnia, Bosnian children phoned the 999 service and abused the operator. Although hoax calls are a big problem with children across the world, it is a problem that parents do not accept. I have had to play many parents the tapes of their children abusing operators in the 999 service before they would accept that their children were involved.
We also need to deal with people who do not grasp the concept of the 999 service. Although I do not think that anyone would have a problem with the examples that Linda Fabiani gave, they might have problems with someone who uses a phone that takes only 999 calls and asks to be connected to so-and-so. They have a problem with people who phone 999 for bus times, their own mobile phone numbers and police addresses.
In the same item of business
The Presiding Officer (Sir David Steel):
NPA
The final item is a members' business debate on motion S1M-999, in the name of Linda Fabiani, on 999 emergency calls. The debate will be concluded without an...
Motion debated,
That the Parliament urges all members of the public who believe themselves to be in danger to contact the relevant emergency service by dialling 999 without ...
Linda Fabiani (Central Scotland) (SNP):
SNP
Before speaking to the motion directly, I would like to outline the current situation with regard to contacting the emergency services.The current system is ...
David Mundell (South of Scotland) (Con):
Con
I should first declare that I used to work for British Telecommunications plc, as I want to speak from my own experience.BT and other companies that provide ...
Linda Fabiani:
SNP
Would Mr Mundell accept that, if people became used to the idea that there was a national police line that they could call and be diverted to a local police ...
David Mundell:
Con
I am coming to that, because the use of the 999 service on a non-emergency basis is a serious problem that must be addressed. It is important to raise the is...
Donald Gorrie (Central Scotland) (LD):
LD
This debate is helpful as it concerns a number of issues that are fairly intractable. Many years ago, when I was a councillor, the police had a big education...
Nick Johnston (Mid Scotland and Fife) (Con):
Con
I thank Linda Fabiani for securing this interesting debate. It is apposite that, at this time, when we are just coming up to the first anniversary of the Sco...
Fiona McLeod (West of Scotland) (SNP):
SNP
I want to ask the minister a brief question. Following this debate, could we commission research, or have research produced by the Scottish Parliament inform...
Ben Wallace (North-East Scotland) (Con):
Con
I support David Mundell's point that something has to be done, given such a high percentage of wrong or inappropriate calls, and I also support Linda Fabiani...
The Deputy Minister for Justice (Angus MacKay):
Lab
I congratulate Linda Fabiani on lodging her motion on 999 emergency calls, which has enabled us to have today's discussion on what is an important issue, par...
Ben Wallace:
Con
On a point of order. On 12 May I asked a question of the Scottish Executive about whether it will publish a report into Tayside Health Board's task force. I ...
The Deputy Presiding Officer (Mr George Reid):
SNP
That is an interesting point to have thrown at one so late in the evening. I will reflect upon it and endeavour to provide a response by letter tomorrow.
Meeting closed at 17:43.