1,600 calls per day for Luxembourg emergency services

Since January 1, 1993, Luxembourg’s emergency services are available on 112, with around 1,600 calls received every day at the call centre in Cloche d’Or.

Luxembourg was one of the first countries to introduce the European 112 emergency number as this combination is among the quickest to dial on a rotary dial phone. Previously it was 012.

In all EU countries, emergency services can be reached on 112, although in some countries another number also works, such as 999 in the UK. However, the number also works in over 50 other countries, including Brazil, Macedonia or Switzerland.

In Luxembourg, the emergency call centre in Cloche d’Or receives around 1,600 calls a day. However, only around 950 of those are lodged by external callers, with the others made by ambulances or rescue workers, for example checking back in for updates.

Only 10 percent of the calls are made to report an emergency, with many callers using 112 as an information hotline to inquire about pharmacy or hospital opening hours.

Emergency services are using European 112 Day to remind the public only to dial the number in an actual emergency.

Some 50 percent of calls are made in Luxembourgish, with the most common other languages German, French and English. However, should a caller speak non of these languages, operators have the possibility to link in colleagues abroad for translation.

The call centre is staffed with three people around the clock, with more operators on duty for special events, such as the ING Night Marathon. A maximum of eight operators can work at the same time. Members of staff at the call center have experience as rescue workers and underwent a specialised internal training.

Ideally, emergency calls should be no longer than around 80 seconds to allow for the speedy dispatch of help. Callers should clearly identity themselves, and explain what happened and where they are located. Finally, they are advised to stay on the line until an operator has confirmed the information.

Downloading an emergency services app – such as Echo 112 – can help with tracking callers when they are unsure of their location.

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