Police apologise after 101 technical fault

Dorset Police would like to apologise following a technical issue to the 101 service which has now been resolved.

During the latter half of last week and over the weekend, a technical problem with the phone lines that lasted for four days, affected the way that certain calls were received by Dorset Police.

Under normal conditions, call handlers are presented with two types of incoming calls, high and low. High priority calls are always presented to call handlers above low priority calls. However, low priority calls are upgraded to the high status if they remain un-answered after 10 minutes.

The technical fault meant that the low priority calls were not upgraded after ten minutes, which resulted in an extended delay for some members of the public.

Superintendent Caroline Naughton, Head of Contact Management, said: “We would like to apologise to any members of the public who were affected by this problem. Once it was identified, the fault was quickly corrected and normal service was resumed. We are working with our telephone provider to ensure that faults such as this are identified quicker through regular reviews of our systems.”

Remember, if your call is an emergency, i.e. a threat to life, or if a crime is in progress, always call 999. For all non- emergency calls that require a police response, call 101 and if your call isn’t urgent, you can leave a message or use our email addressenquiries@dorset.pnn.police.uk and we will respond to you as soon as we are able to.

Issued: 8 July 2015

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