Hon Paula Bennett
Minister of Police
Hon Simon Bridges
Minister for Communications
Hon Peter Dunne
Minister of Internal Affairs
9 July 2017 Media Statement
Lives saved by 111 caller location technology
The new caller location system for 111 mobile phone calls has already made a significant impact in the two months it has
been up and running, say Police Minister Paula Bennett, Communications Minister Simon Bridges and Internal Affairs
Minister Peter Dunne.
The system automatically provides emergency services with the probable location of a caller when they dial 111 from a
mobile phone, enabling police, fire and ambulance services to respond more quickly.
“The new system has been vital in helping to identify the location of callers in instances where the caller hasn’t been
able to speak, where the call has been cut-off before the operator could get more information about the caller’s
location or where the caller doesn’t know their exact whereabouts,” Mrs Bennett says.
“The system has been used to get help to an injured person on a farm, a motorcycle crash victim, people who are
distressed or potentially suicidal, people experiencing family violence, a person who had spotted a fire in a rural
area, and people experiencing medical emergencies.”
“It’s great to hear how the system is helping emergency service providers improve public safety. This solution sees New
Zealand leading the way in emergency response systems, alongside the United Kingdom and other European countries,” Mr
Bridges says.
“Since the system was introduced, more than 145,000 genuine 111 calls have been made to emergency services and around 20
per cent of these calls involved operators using the system to help them get more accurate information about a caller’s
location.”
While the new system provides a critical tool to help identify the probable location of 111 callers from mobile phones,
it’s still important for callers to tell emergency services operators where they are.
“This is a system that people may need to rely on in times of need, so I’m incredibly proud that it’s already making a
demonstrable impact. In some cases the system has been identified as critical to preventing a fatal incident, or
preventing an incident from escalating further,” Mr Dunne says.
The Ministers acknowledged the many organisations involved including the Ministry of Business, Innovation and
Employment, Emergency Service Providers (New Zealand Police, Fire and Emergency New Zealand, St John and Wellington Free
Ambulance), Mobile Network Operators (Spark, 2degrees and Vodafone), Datacom and Google.
“It’s a fantastic example of the public and private sectors working together to better serve New Zealanders,” Mr Dunne
says.
Further information about the Emergency Caller Location Information system is available here
Ten examples of where the Emergency caller Location Information system has made a difference:
• NZ Police received a 111 ‘hang-up’ call from a distressed woman. The call was disconnected before she could
provide her location. Using the system, Police were able to identify her location and respond accordingly. The woman had
been involved in a family harm incident, and Police were able to take the appropriate action.
• A group tramping in the Bay of Plenty had become lost. One member of the group was injured and they had no food
or water. They made a call to 111 from their mobile phone (which had a low battery). The call taker used the system to
identify their location down to a six-metre radius. Police Search & Rescue were dispatched and the group was safely walked out of the bush a couple of hours later. Previously the group
might have spent the night in the bush before Search & Rescue could be engaged.
• NZ Police received a call from a person who was having suicidal thoughts. The person let the operator know they
were at a railway station, but hung up before the operator could get more information about their location. After
establishing there was an immediate risk to the person’s safety, the call taker used the system to identify their
location. The caller was identified as being on the train tracks, within a four-metre radius. Having this information
meant the call was given high priority for a response, with Police dispatched to locate the person safely. The call
taker was also able to notify train control to alert them to the issue.
• NZ Police and St John Ambulance were advised that a woman had taken an overdose of pills following an argument
with her family. She’d left the family home, and her location was unknown. The woman subsequently called St John
Ambulance, and the system was used to identify her location. St John Ambulance staff were immediately dispatched to help
and she received medical treatment.
• Fire and Emergency New Zealand received a call from a man who had seen a fire while he was driving along a rural
highway. The caller didn’t know where he was on the highway. Using the system, Fire and Emergency New Zealand were able
to locate the caller and the fire, and dispatch crew to put the fire out.
• Wellington Free Ambulance received a call from someone who had been involved in a motor vehicle accident on a
farm. The person was moderately injured and did not know their exact location, but explained they were around 60
minutes’ drive from the nearest road. Using the system, Wellington Free Ambulance were able to identify the location of
the caller and send this information to the responding helicopter. This enabled an accurate and swift response, and
Wellington Free Ambulance staff were able to provide the assistance needed.
• Wellington Free Ambulance received a call from a person who advised the operator that his heart was racing
before hanging up. The operator tried to call the person back but there was no answer. Using the system, the operator
was able to identify the man’s location and the Wellington Free Ambulance crew could be immediately dispatched to
provide help to the man, who was rushed to hospital.
• Wellington Free Ambulance received a call from a man who had woken up on the side of the road, with no idea
where he was or what had happened. The man had a history of seizures, and had been driving from Bulls to Whanganui. The
only details he could provide about his location was that he was in a farmland area and that there were no houses or
road signs. Wellington Free Ambulance used the system to identify the man’s location and to get him the help he needed.
• St John Ambulance received a call from a woman who was not local to Hamilton, where she was calling from. She
was with a group of people and they had found a girl on the river bank who had fallen and was in and out of
consciousness. The only detail she could provide about her location was that she was near some public toilets, near a
river. Using the system, and with some help from the caller to identify other details in the area - including the street
she was on and a nearby park, St John Ambulance were able to identify her location and where the ambulance should meet
her. The system played a critical role in helping St John Ambulance locate the caller without delay, and the patient was
provided the care she required.
• St John Ambulance received a call from a man who was in the forest with a friend, who needed urgent medical
attention. They were a few kilometres away from the nearest road and across a lake, and were positioned under a canopy
that would have been hard to spot from the air. Using the system, St John Ambulance were able to identify their location
for a helicopter. A crew member was winched down to help the patient, who was taken to hospital. Without the system the
helicopter could have been circulating for a long time trying to find the pair.