999 Response to Non-Emergency Calls

Freedom of Information (FOI) Act request ref: 01/FOI/26/009442/U

Version Date: 23/01/2026

My questions is as follows:
•           What is the procedure/script for anyone calling 999 with an inappropriate call?
•           Are they advised to call 101?

The Alliance Information Management Department has provided the following information:

The Force Call Handling and Contact Policy (DCP-P-042) states the following:

‘4.12 Inappropriate Emergency Calls [FOIA – Open]

4.12.1 Inappropriate 999 calls are those which relate to 'non-emergency' situations, outside the definition in paragraph 4.11.1.

4.12.2 Inappropriate 999 calls may, at the discretion of the operator, be logged providing that the reported incident is sufficiently serious e.g., burglary.

4.12.3 When an inappropriate 999 call from any telephone (mobile or otherwise) is received prior to termination the below must be taken into account:

(a) Serious / nature of incident being reported.

(b) Condition / trauma of caller or victim at the time of the call.

(c) Potential age and vulnerability of the reporting person.

4.12.4 However, the general rule is on receipt of an inappropriate 999 call the call handler will politely but firmly advise the caller that the correct number to ring is 101 or if they prefer to visit their local police station. No attempt is to be made to transfer the call, as this will keep the 999-line open.

4.12.5 Should the caller persist after the advice has been given, they will be told it is our intention to terminate the call. Once a warning has been given the call can be terminated.

4.12.6 Nuisance or hoax calls can have several different sources ranging from a faulty device, persons with mental health illness or deliberate attempts. Under the Public Emergency Call Service Agreement (PECS) there is a procedure for Emergency Authorities to request temporary disconnection of services’.