Malaysia has taken a major step forward in modernising its emergency response system with the nationwide launch of the Next Generation Emergency Response Services 999, or NG MERS 999. The upgraded platform officially went live on Sunday, 16 November, marking the country’s transition from its long-running legacy system to a more advanced, digital-first solution.
Developed by Telekom Malaysia (TM) together with the Communications Ministry, the new system is designed to speed up emergency responses and provide operators with clearer, more accurate information in critical situations.
Photo via Soya Cincau
One of the biggest additions is the SaveME 999 mobile application, which now allows Malaysians to send distress signals in multiple formats, including videos, photos, text messages, and other multimedia files.
TM highlighted that the app will be especially useful for people with special needs who may have difficulty making conventional phone calls. While the traditional 999 hotline remains available, the app offers an alternative channel for those who require more accessible features.
Beyond the new app, NG MERS 999 brings a series of technology upgrades behind the scenes. The platform now runs on AI-powered analytics, improved geolocation tools, and secure sovereign cloud infrastructure to support faster call processing and real-time decision-making. It also includes Advanced Mobile Location (AML), which can pinpoint a caller’s location more precisely, a feature that could be crucial during emergencies.
All five emergency agencies are now connected through a unified 999 system, enabling a smoother flow of information and more efficient coordination. According to TM, these enhancements will help optimise resources, improve response times, and support emergency operations across more than 800 locations throughout the country.
TM Group CEO Amar Huzaimi Md Deris described NG MERS 999 as an important milestone in Malaysia’s digital transformation, noting that the combination of AI, cloud technology, and multi-channel communication tools will create a faster and more inclusive emergency response framework for everyone.
The SaveME 999 app is already available for download on both the Apple App Store and the Google Play Store.
