“…contact management is a common and critical thread that runs throughout policing. It is one of the most important policing activities, and it is vital to the effective delivery of core operational services, which ultimately shape customer satisfaction and influence public confidence in the service”.

When a member of the public telephones us, it is an exercise that is rarely undertaken lightly.  Whether reporting a crime or incident, requiring our attendance or simply seeking to pass on information, making direct contact with us is a major step and can be unnerving for many citizens.  Information obtained through such contact is the lifeblood of effective policing and therefore, it is important for all parties concerned that callers’ experiences are consistently positive, encouraging further contact and even better exchange of information.

Our Contact Management Centers are often the first point of contact for members of the public when interacting with us. Our ability to communicate effectively with the public is the most critical factor, if we want to achieve our goals of reducing crime and making people feel safer, while protecting and enhancing the reputation of the Service

How we provide a professional service

  • If you phone 999, we will try to answer your call within 10 seconds.  
  • We will aim to answer non‑emergency calls within 30 seconds.  
  • If there is a delay in attending, we will update you where possible.

How do I contact the PSNI?

You can phone the police on 999, if it is an emergency or 101 for all non-emergency matters.

What is an Emergency?

An occurrence is graded as an Emergency if the incident is in progress and in which there is, or is likely to be:

  •       A risk to life.
  •       Use or immediate threat of use of violence.
  •       Serious injury caused to a person.
  •       Serious damage caused to property.

or if an offender is disturbed at the scene, or has been detained and poses, or is likely to pose a risk to other people.

When should I call the non-emergency number 101?

When it is less urgent than 999, for example:  

  • General Police Enquiries.
  • Looking to speak with a specific officer.
  • A Crime or Incident that has already happened and there is no emergency.
  • Minor traffic collisions that do not require an emergency response.
  • Passing information on criminality (for example drugs or anti-social behaviour).

What will happen when I call the non-emergency number 101?

Callers will be able to choose from three pre-recorded options, giving them the opportunity to, 1. Report a crime or Incident, 2, Report a Hate Crime or hate incident, or 3, Speak with an officer or speak to someone about some other general enquiry. 

The non-emergency number 101 provides convenient access for the public 24 hours a day and by using advanced call routing, it helps callers speak with trained Police Service of Northern Ireland personnel to deal with enquiries, as quickly as possible. Should local call handlers be busy, the enhanced technology will find someone else within the Service who is qualified to answer the call.  This upgraded service helps the Police Service provide an improved and more efficient service whilst reducing misplaced non-emergency and 999 calls.




Keeping People Safe

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