Millions of accidental 112 calls clog emergency lines: how to prevent them
Every year, over a million 112 calls in the Netherlands are unnecessary, including 75% of automatic eCalls from cars. This overloads emergency services and delays response times. Learn how to use the eCall system correctly to avoid unintended calls and ensure help reaches those who truly need it.
| Key Fact | Details |
|---|---|
| Total 112 calls in 2025 | 3.5 million |
| Non-urgent calls | 1 million |
| Automatic eCalls (2025) | 37,500 |
| Unintended eCalls (75%) | 28,125 (not forwarded) |
| Manual eCalls not forwarded | 83% |
| Automatic eCalls not forwarded | 36% |
| eCall system introduction | 2018 (EU-wide mandate) |
| eCall button location | Near rearview mirror, often marked with an alarm bell symbol |
| Awareness campaign | Featured on Het Misdaadbureau (NPO Radio 1, March 27, 2026) |
The Dutch 112 emergency control room, managed by the national government and regional safety authorities, is responsible for triaging and dispatching emergency services. Its role is critical in ensuring rapid response to life-threatening situations while preventing misuse of emergency resources.
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Awareness of eCalls prevents unintended 112 calls
The emergency number 112 plays a crucial role in saving lives every day. In 2025, the 112 emergency control room handled over 3.5 million calls. Approximately 1 million of these calls were not forwarded to emergency services such as the police, fire department, or ambulance because they were not urgent. Of the 37,500 automatic emergency calls from vehicles (eCalls), 75% were not forwarded because they had been activated unintentionally.
Automatic alarm system in cars
Since 2018, new cars in the European Union have been equipped with the eCall system. This is an automatic alarm system that calls 112 in the event of an accident. The control room immediately receives important information such as the vehicle's location and the number of occupants. Arjan van Geel (Specialist 112) sees the benefits of this system: “It helps emergency services on-site to act faster and more effectively, and thus save lives. The vehicle occupants have an immediate live voice connection with a 112 operator so they can indicate which emergency service is needed. If the occupants are unconscious and therefore do not respond to the questions from the 112 operator, the emergency services are alerted and will rush to the scene of the accident.”
Unintentional manual activation of eCalls
In addition to automatic calls, the eCall can also be activated manually via a button in the car. This button (often marked with an alarm bell symbol) is usually located on the ceiling of the car at the height of the rearview mirror and interior lighting. Arjan van Geel explains that about 75% of the eCalls received by 112 are not forwarded because no assistance was needed: “This can happen due to a malfunction in the (automatic) system, but more often it occurs when car users who have this system press the button manually because they do not know what it is for. People do not realize that pressing the button immediately connects them to 112.”
About 36% of automatic eCalls were not forwarded because, fortunately, there was no urgency. For manual eCalls, this figure was 83%. Arjan van Geel wants to raise awareness among people about how the eCall system works and what it is intended for: “It is important for drivers and passengers to know that an automatic or manual eCall immediately establishes a live connection with 112. We hope that people will use it consciously, only in emergency situations. Because in an emergency, every second counts!”
When do you call 112?
112 is intended for emergencies. This includes situations where someone's life is in immediate danger or when you witness a crime or the preparation of a burglary or theft. Calling 112 can save a life, help the police apprehend criminals, or resolve a crime by catching the perpetrator in the act. Examples include:
- a collision with injuries;
- assault;
- robbery, stabbing, or a fight;
- when someone suddenly falls ill;
- a burglary or theft that is in progress or being prepared;
- kidnapping or an attempted kidnapping;
- a fake police officer at the door.
Want to know more about 112? Arjan van Geel (Specialist 112) will be joined by Thomas Autreve (Head of Ambulance Dispatch, Rotterdam-Rijnmond Safety Region) as guests on *Het Misdaadbureau* by PowNed on Friday evening, March 27, 2026, starting at 7:00 PM on NPO Radio 1. The podcast will be available from Monday evening, March 30, at 8:00 PM via popular podcast apps.