SCDF refutes claim of 'incompetence' by caller who reported road accident, says wrong information given

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SINGAPORE: The Singapore Civil Defence Force (SCDF) has refuted the allegations of a caller who reported a road accident and later posted on social media about “incompetence, lack of urgency and stupidity” over its handling of the case.

Following an investigation, it was found that the caller had provided a wrong location of the accident, said SCDF in a Facebook post on Saturday (May 14).

The incident arose from a social media post on May 8 on Facebook group “Singapore Roads accident.com", by a user named "Pam Kaur" who mentioned two phone conversations with SCDF to report an accident involving a car and a motorcyclist.

The writer expressed disappointment at the “incompetence, lack of urgency and stupidity” of the SCDF officer after being called a second time to confirm the number of the lamppost nearest to the location of the accident. 

It was alleged that the SCDF officer the writer spoke to had “a listening problem” despite being given “clear instructions”. The post further stated that the SCDF officer hung up after expressing displeasure with the writer's tone.

SCDF said an investigation was immediately commenced and a recording of the conversations was reviewed.

It was found that the caller had provided incorrect information about the location of the accident, and that the SCDF responder in question had "remained calm and polite", said SCDF.

SCDF'S INVESTIGATION FINDINGS

SCDF's 995 call centre had received a call about a road traffic accident on May 8 at about 2.37am, reported by the caller to be along the Pan-Island Expressway (PIE) towards Changi before Exit 8B.

The call centre operator repeated the reported location to the caller for verification, subsequently asking for further details such as the nature of the injuries sustained by the motorcyclist.

When asked for the number of the lamppost nearest to the accident, the caller said “370F”.

The operator then attempted to verify the direction on the PIE where the accident was located, to which the caller replied, “my exit towards Changi but I’m going straight towards CTE, but the lamppost number is 370F”.

"The operator then assu...

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