The Durban 10111 emergency call centre has come under fire after it was revealed that no calls have been recorded for the last six months, because the centre's equipment is out of order.
According to IOL, an anonymous police source says renovations to the Durban central police station, where the emergency centre is based, is the cause of the equipment being out of order.
The recording of emergency calls is not only important for quality control, but can aid the police in the investigation of crimes, and can be used as evidence in court.
Police spokesperson Vincent Mdunge confirmed the failure to record calls is a result of construction at the centre, but is quoted as saying the equipment "does not hamper the taking of emergency calls and the dispatching of police". He also disputed the length of time that recording equipment has been out of order, saying it has only been three months.
Mdunge was not available to comment this morning.
Doubtful explanation?
Meanwhile, IDC analyst Mark Walker says the explanation for defective equipment seems highly implausible. "It seems a bit dodgy that the centre is able to receive calls, but not record them. If the equipment is out of order due to refurbishment, wouldn't the whole system be down?"
Walker explains that modern day call centres are set up to automatically record calls when they come in. "The software incorporates some type of call logging as part of the service - it is all automatic."
As soon as a call is answered, the number it is coming from is recognised and the call is automatically recorded. Walker says call centres will usually have a predetermined period for keeping recorded calls, after which they will be wiped off the system.
Walker adds in terms of the centre's service level agreement with its service provider, it is unlikely the centre would be unable to record calls for six months without penalties or other legal action coming into play, especially given the fact that it is a national emergency number.
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