Posted on: 1st July 2026, by Magrathea
Ofcom has now concluded its industry-wide review of emergency call handling following a couple of high-profile enforcement cases. Whilst the regulator found no evidence of widespread failings, it has used the opportunity to remind every communications provider of the standards it expects. You can view the letter here.
The letter lays out a number of measures that Ofcom say providers should look to take, essentially providing a useful checklist for providers to review their own processes and ensure they continue to meet both the regulatory expectations and customer obligations.
It can be tempting to assume that this type of guidance is primarily aimed at smaller providers. However, given the nature of the cases that prompted the review, it would be wrong to make that assumption. So regardless of your size or position in the supply chain we strongly recommend you read on.
Effective Monitoring
Ofcom want to see the provider monitoring, continuously and real time, for any issues with emergency call handling. Relying on general network alarms is not good enough.
We recommend clients review their current monitoring and ensure that any outage that could potentially prevent emergency calls working is alerted as a top priority for attention.
Our approach is to have real time reporting to flag any call failures to emergency numbers, this complements wider network monitoring and alerts which are prioritised according to their proximity to essential services which include emergency calls.
Complaints
Ofcom require providers to have a clear policy and procedures to prioritise and escalate complaints received that relate to emergency calls.
Providers should consider whether their teams fully understand the potential risk of emergency calls failing and are trained to pick up and deal with related complaints as top priority. Automated triage systems should be programmed to flag this type of complaint immediately.
Magrathea have a company-wide policy that a query or complaint relating to emergency calls is treated as top priority at all times. The entire team have been trained in how to direct support tickets or calls in order to give the best response possible.
Testing
Ofcom expect providers to carry out end-to-end test calls in order to check the calls connect as expected and to verify that the correct location information is passed. Aware that test calls place an additional burden on valuable call handling agents, Ofcom suggest they are done on a proportionate scale to the provider network. They also remind that the test calls must be pre-booked.
Our clients are required to make a test call during the setup process and traditionally we have captured the test at the edge of our network so multiple calls can be tested without disturbing the call handling agents. However, we will now be enhancing our sign-up process to include one ‘live’ test call, the timing of which we will co-ordinate with the emergency handling authority. In addition, we will encourage clients to arrange test calls after notable events such as network upgrades. Where appropriate we will also be encouraging clients to add in routine testing on a regular basis.
We already support this through facilitating end to end test calls where the client or use case warrants it. The tried and tested process for booking calls can be found here if you are not a client and wish to arrange these for yourself. Our team will be in touch with existing clients to discuss a routine testing schedule going forward.
Network changes
A lesson that came from one of the cases that was subject to enforcement action was the inadvertent impact of a network change on the ability to make emergency calls. That has led Ofcom to clarify their expectations that providers will robustly assess the potential impact of any changes and, unless there is a credible basis for deciding that calls will not be impacted, the default position should be to carry out testing.
As described above, we are happy to work with our clients to arrange full end-to-end testing but we can also assist with testing between our clients and Magrathea by testing calls to the edge of our network before progressing to full end to end, in order to minimise any unnecessary calls to the call handling agents.
Magrathea are committed to constantly improving our robust network change processes and do already have a policy of ‘assuming the worst’ to ensure emergency calls are tested where appropriate.
Accuracy of location data, including the ongoing accuracy
Providers of all sizes have been shown to rely predominantly on BT’s data in order to identify and correct inaccuracies in location information. However, Ofcom expect providers to do better. BT do not have the complete picture and therefore providers should carry out their own analysis to ensure the correct records are sent to the emergency call handling authority.
In addition, Ofcom expects changes to be submitted promptly to maintain the accuracy and for an audit to be carried out at least annually but perhaps more often if appropriate.
Clients have a contractual obligation as well as a regulatory one to maintain up to date records for this purpose. Magrathea can provide audit files to enable clients cross check their records against those submitted by Magrathea.
Magrathea do not maintain any location information records, it is the responsibility of our clients to do so and to ensure they are maintained and audited. However, if any clients need support to manage this process any member of our support team will be happy to guide you.
Using proxy location data
Where alternative data is submitted in order to allow a critical call to progress despite having invalid records, Ofcom expect the provider to identify and analyse what can be done to minimise the usage of such data. If proxy data will be used regularly the provider must flag this to BT to ensure they know to query location data on those calls.
Clients are responsible for ensuring they send a Caller ID with any emergency call that corresponds to a submitted location record.
Magrathea’s policy is to allow any emergency call to progress through an authorised account, even where the caller ID is invalid or location information is missing, in order to provide the safest possible service for the end user. Where proxy data has been inserted to enable the call to proceed, we will contact the client to investigate and rectify the problem. We always greatly appreciate our clients prompt engagement with this rare, but critical process.
Overall, there are several areas where providers may need to strengthen their existing processes, but most of the measures outlined by Ofcom are practical and relatively straightforward to implement.
Whilst the formal enforcement programme is now closed, Ofcom have made it clear that emergency call compliance remains an area of active regulatory focus. Providers should therefore treat this letter as an opportunity to review existing processes and demonstrate compliance before problems arise.
As always, if you would like to discuss how Magrathea can support you in delivering on your obligation to support emergency calls, either in the UK or Ireland, please don’t hesitate to get in touch.
Summary of actions
- Review how emergency call failures are monitored
- Ensure complaints relating to emergency calls are escalated immediately
- Review your testing regime, particularly following network changes
- Confirm your location records are accurate, and audit regularly
- Understand how/if proxy data is used within your network