The Public Emergency Communication Centre saw a marked increase in calls for help in several critical categories in the past year – an indication that it’s become the first port of call for many in their time of need. On 2 August, the PECC celebrates 26 years of emergency call taking. Requests for medical assistance remain the most prevalent. In the last year, these requests were well in excess of 100 000.
The PECC also recorded increases in the rest of the eight categories that have been monitored over time, including domestic violence incidents, motor vehicle accidents and noise complaints.
| CATEGORY | 2021/22 | 2022/23 | 2023/24 | 2024/25 | 2025/26 |
| Total incidents | 189 689 | 215 736 | 214 435 | 186 145 | 182 131 |
| Medical incidents | 84 383 | 90 023 | 88 103 | 71 834 | 111 344 |
| Assault | 9 822 | 11 162 | 11 637 | 8 723 | 11 912 |
| Prank calls | 7 291 | 13 098 | 9 378 | 10 246 | 12 501 |
| Noise complaints | 20 579 | 18 452 | 17 626 | 15 386 | 27 463 |
| Domestic Violence | 2 179 | 3 411 | 4 378 | 4 413 | 6 487 |
| Child abuse | 82 | 88 | 112 | 113 | 178 |
| Motor vehicle accidents | 4 085 | 4 828 | 5 104 | 4 464 | 9561 |
| Pedestrian vehicle accidents | 1 460 | 1 826 | 1 787 | 1 488 | 2 685 |
‘The statistics are of concern as some of the categories offer a window into some of our most challenging social challenges, like road safety, interpersonal violence and the ongoing headache that is prank calls. However, the increased call rates also underline the importance of this resource and how it has become the go-to for many people when they need help. Our goal is to connect callers to the appropriate resource as quickly as possible. In this year, we have taken steps to free up our emergency call takers by introducing a reporting feature on the City’s App for non-emergency Safety and Security incidents, like by-law transgressions. For example, noise complaints to the call centre have skyrocketed. And, as much as noise is an inconvenience, I want to appeal to the public to start using the App reporting feature for incidents like these. Only call the PECC telephone line if the incident you want to report is not available on the app, or it is a life threatening emergency,’ said Mayoral Committee Member for Safety and Security, Alderman JP Smith.
Another online feature that was unlocked nearly two years ago, was designed specifically for deaf and hard-of-hearing residents.
It allows them to register their details in advance and, in the event of an emergency, send a distress signal, which allows the system to pinpoint their location and dispatching emergency services.
PECC STAFFING
The PECC has a team of 70 Emergency Communicators who are available on a 24/7 basis, working in shifts and offering assistance in all three of the Western Cape’s official languages.
Beyond answering calls and dispatching help, the call takers undergo specialised training on a range of topics to deliver the best possible service to callers, including customer service, conflict resolution and trauma management.
Staff are trained to help callers resolve their emergency as quickly as possible.
Callers are reminded to keep the following tips in mind:
- Ensure that you have the number saved on your mobile phone: 021 480 7700
- Make sure you have the information and details about the emergency ready
- Make sure you have the exact location of the incident
