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In its “Thematic Study Report on the Public Order Events arising from the Fugitive Offenders Bill since June 2019 and the Police Actions in Response” published in May 2020, the Independent Police Complaints Council (IPCC) put forward recommendations with a view to enhancing the capability of 999 consoles in coping with extreme stress arising from an influx of calls. On June 17, 2021, the Complaints Against Police Office organised a visit to the Regional Command and Control Centre of Hong Kong Island (RCCC HKI) for the IPCC to learn about the enhancements of the 999 console.
Accompanied by Director of Management Services Lam Hiu-tong, Assistant Commissioner (Service Quality) Tsang Yim-sheung and Chief Superintendent of the Complaints and Internal Investigations Branch Au Yeung Mun-yee, IPCC Chairman Ms Priscilla Wong Pui-sze and 14 IPCC members were updated on the various enhancements made to the 999 console in coping with the influx of calls, including the introduction of pre-recorded telephone messages to provide callers in the waiting queue with information of the prevailing situation; the implementation of an Overflow Mechanism which allows the overflow calls to be taken by other RCCCs; the installation of additional 999 receiving stations at Divisional Consoles; and the formulation of a RCCC Cadre to be mobilised to provide extra support when necessary.
The IPCC Chairman extended her gratitude to the Force for organising the visit to allow the IPCC members to better understand the enhancements made. She believed that these systemic enhancements would enable the Force to effectively meet the challenges during the discharge of related duties, prevent recurrence of similar complaints and improve the Force’s service quality.
