Auditor finds 'improvement' in Sure emergency call systems

Person using a phone.
The Authority plans to introduce 999 guidelines in the future, which will set out expectations for the ongoing provision, availability, and management of emergency call services Credit: ITV Channel TV

An independent review has found that the telecoms operator Sure has made "significant progress" to improving its systems following a failure to its emergency calls system last year.

The Jersey Competition Regulatory Authority (The Authority) commissioned the review following its investigation as to why calls to emergency services failed on several occasions between January and April last year.

Initially it was found that the problems arose from failures on behalf of JT but service issues at Sure also meant customers were left without access to 999 calls.

The audit focused on two main issues:

  • What caused the original loss of service?

  • What Sure had subsequently done to address the problem?

The report found Sure had made considerable efforts to eliminate the issues and makes several recommendations on future service management, reporting and responsibilities.

Similarly, JT undertook an audit last year which led to them putting new systems in place to avoid an event like this happening in the future.

The Authority plans to introduce 999 guidelines , which will set out expectations for the ongoing provision, availability, and management of emergency call services.