DHAKA, Dec 4, 2025 (BSS) - When two toddlers—just three and a half and one and a half years old—were accidentally locked inside a room secured with a thick steel door in Khalasidangi Baburchar under Sadarpur Police Station in Faridpur on Tuesday afternoon, panic swept through their guardian. 

The helpless cries of the children, trapped behind an unbreakable door, triggered a frantic call to Bangladesh’s National Emergency Service, 999.

Within minutes, Constable Abu Jihad Sarkar, the call receiver, alerted the Sadarpur Fire Service Station. Firefighter Mehedi Hasan swiftly coordinated a rescue team, which broke through a window to safely extract the frightened children. 

No injuries were reported—a testament to the speed and synergy of the emergency response system.

On the same afternoon in Faridpur district, tragedy and relief unfolded side by side when a Dhaka-bound passenger bus violently collided with a truck near Arialkhan Bridge on the Dhaka–Bhanga Expressway. 

The front of the bus was mangled, trapping passengers inside. A witness dialed 999, and Constable Abdullah Al Mamun immediately mobilized the Bhanga Fire Service and Highway Police.

Under the direction of fire dispatcher Mehedi Hasan, rescuers freed nine injured passengers from the twisted wreckage. They were rushed to Faridpur District Hospital. Three others, however, died on the spot. 

These incidents are just two examples of how 999—Bangladesh’s toll-free, round-the-clock emergency hotline—has become an indispensable lifeline, guiding people through moments of fear, danger, and uncertainty.

Launched in 2017, the 999 service connects callers to police, fire, and ambulance services from any phone. Since its inception, more than 6.60 crore calls have been received up to September 30 this year, and over 2.90 crore—nearly 44 percent—resulted in direct emergency assistance.

From rescuing stranded children to providing support to vulnerable individuals, the service has quietly woven itself into the daily lives of citizens. 

Last year, a pregnant woman at Jashore's Rupdia Railway Station received immediate medical assistance after a distress call to 999. In Dhaka, resident Rina Begum narrowly escaped danger when two acquaintances who had entered her home at midnight began taking drugs and brandishing a knife. Terrified, she dialed 999—prompting police to arrive instantly, scaring off the intruders.

"When I heard about 999, I thought maybe it could help someday," Rina recalled. "That night, it saved me."

But the rapid growth in reliance has also brought challenges.

Daily, the hotline receives around 24,000 calls, yet it operates with only 80 call takers and 20 dispatchers. Alarmingly, 56 percent of the incoming calls are unnecessary or prank calls, clogging the lines and delaying help for those facing real emergencies.

“These unnecessary calls not only mentally exhaust our call takers but also delay real emergency responses—which can be life-threatening,” Mohiul Islam, head of the 999 services and Additional DIG of Police told BSS today.

He said the 999 service is the most popular one in Bangladesh Police and its popularity is increasing day by day due to ensuring quick services through tripartite conference, strict monitoring, supervision and action against failure in providing the required services.

 “Each of officials at the 999 service is sincere and committed in rendering prompt services due to system,” he said. 
  
The caller gets the 999 services on an average within 35-40 minutes, he said. 

The 999 service chief said they have only 100 call stations in which only 80 call receivers who have to receive on an average 24,000-25,000 calls every day, he said. 

“It is humanly impossible” he said.

For extension of the services, he said they submitted to the government two projects--- one for upgrading the existing 100 call stations at a cost of Tk 59 crore and one more for establishing 100 more call stations at a cost of Tk552 crore.         

To address this, authorities have launched awareness campaigns through media, community policing initiatives, and outreach in schools, mosques, and neighborhoods. Recruitment is also underway for young and trained professionals to strengthen the workforce.
 
Recognizing the hotline’s critical role, the government has rolled out ambitious expansion plans. A proposal is underway to establish 100 new workstations in Purbachal and a large-scale 500-workstation center at Amulia under Demra Police Station—a Tk 552-crore project aimed at enhancing speed, accuracy, and reliability.

“Once these projects are implemented, we will be able to deliver faster and more secure services to the public,” Islam said.

With only 80 incoming lines, unnecessary calls are creating daily bottlenecks. People in real danger often get delayed services because the lines are occupied.

From saving trapped children to pulling survivors from crushed vehicles, 999 continues proving its importance as the first point of contact in moments of crisis. Yet its effectiveness depends not only on the system’s infrastructure but also on responsible public use.

As the volume of true emergencies grows, so does the need for awareness, expansion, and efficiency. Bangladesh’s 999 is more than a hotline—it is a vital public service that has earned the trust of millions. With continued investment and cooperation, it stands poised to save even more lives in the years ahead.