I refer to G. Marques' letter ("Delays on 999 call line were unacceptable", October 30), expressing concern about the delays in handling 999 emergency calls.
The Hong Kong police undertake to provide a timely and efficient service for 999 callers 24 hours round the clock.
The performance pledge of police answering all 999 calls is nine seconds.
However, there may be rare occasions - for example, a major disaster - when, despite best efforts, 999 callers may have to wait longer than the pledged time.
When there is a sudden influx of 999 calls, we will immediately redeploy the maximum available resources to respond to incoming calls.
Some 999 callers will receive an automated voice message informing them to wait and stay calm when all 999 operators are engaged. We would therefore like to seek the public's understanding and patience when they encounter such a situation.