Introduction

Before the introduction of 111, access to emergency services was complicated. For the quarter of New Zealand’s then 414,000 telephone subscribers still on manual telephone exchange|exchanges, one would simply pick up the telephone and ask the answering operator for the police, ambulance, or fire service by name. However, the problem on manual exchanges was that calls were answered first-come-first-served, which meant on busy exchanges, emergency calls could be delayed. For automatic exchanges, one would need to know the local police, ambulance or fire service’s telephone number, or look it up in the telephone directory, or dial the toll operator and ask them to place the call. The problem was that the numbers were different for each exchange, and again, there was no way to tell emergency calls apart from regular calls. Auckland, for example, had 40 telephone exchanges, and the telephone directory had 500 pages to search through to find the right number,^[5][6] although the separate emergency numbers for fire, police and ambulance in the main service area (e.g. Auckland, but not for not minor exchanges) were listed in bold on the first page.

Following the 1947 Ballantynes fire in Christchurch, fire officer Arthur Varley was recruited from the UK to bring about a reform of the fire service. Familiar with Britain’s 999 system, he campaigned for the setting up of a universal emergency telephone number across the country. In mid-1957, a committee was set up to institute a common emergency number across New Zealand, consisting of the Post and Telegraph Department, the Police, the Health Department, and the Fire Service. In early 1958, the Postmaster General approved the provision of the service using the number 111.^[6]

A New Zealand rotary dial telephone (top) and a British rotary dial telephone (bottom). Note the 1 on the New Zealand phone is in the same position as the 9 on the British phone.

111 was specifically chosen to be similar to Britain's 999 service. With pulse dialling, New Zealand telephones pulse in reverse to the UK - dialling 0 sent ten pulses, 1 sent nine, 2 sent eight, 3 sent seven, etc. in New Zealand, while in the UK, dialling 1 sent one pulse, 2 sent two, etc. In the early years of 111, the telephone equipment was based on British Post Office equipment, except for this unusual orientation. Therefore, dialling 111 on a New Zealand telephone sent three sets of nine pulses to the exchange, exactly the same as the UK's 999.^[7] Number "9" in New Zealand (or "1" in Britain) was not used for the start of telephone numbers because of the likelihood of accidental false calls from open-wire lines tapping together, etc.

The telephone exchange in Masterton was replaced in 1956, and was the first exchange to have the technology installed for the 111 service. Hence, Masterton and nearby Carterton were the first towns in the country to get the new service.^[6]

The 111 service began on 29 September 1958 in the two towns. When a subscriber dialled 111 at either exchange, the call was routed by the automatic exchange onto one of three dedicated lines to the toll switchboard at the Masterton exchange (although the exchange connected calls automatically, long-distance (toll) calls still had to be connected manually through an operator). A red light glowed on the switchboard panel, and another red light would glow on top of the switchboard. Two hooters also sounded, one in the exchange and the other in the building passage. The first operator to plug into the line took the call, and a supervisor would plug into the line to help if the situation became difficult.^[7]

Dedicated lines connected the toll switchboard to the Masterton police station, fire brigade, and the hospital, where they were connected to a special red telephone. The line connected to the fire station, when it rang, also sounded the station alarm bells. A similar arrangement was employed at the police station, while at the hospital the call went to the local switchboard where it was identified by a red light and a distinctive bell.^[7]

Among the first 111 calls was a call for an ambulance after an accident at a sawmill, and call to the fire service after a rubbish tip fire in Carterton. The first hoax call also occurred on the first day – a caller dialled 111 to ask for the address of a Carterton hotel.^[7]

Expansion

After the introduction of 111 in Masterton and Carterton, the service soon expanded to most major towns and cities, including from 1961 the main centres like Wellington, where the multi-exchange area included some pre-war Rotary exchanges.

By the mid-1980s all but a few rural exchanges had the service, and by 1988, 111 was available on every exchange in mainland New Zealand.

The dates of installation in some major towns and cities were:-

Controversy

In New Zealand in 2004, the police answering of emergency telephone service came under sustained scrutiny for systemic problems.

A case that caused particular concern was the disappearance of Iraena Asher, who vanished in October 2004 after she rang the police in distress and was instead sent a taxi that went to the wrong address.^[10][11]

On 11 May 2005 a severely critical independent report into the Police Communications Centres was released. It expressed ongoing concerns for public safety, and identified inadequate management, poor leadership, inadequate training, understaffing, underutilised technology and a lack of customer focus as being underlying risks for systemic failures. The report made over 60 recommendations for improvement, including recommending a 15 to 20 year strategy to move away from using 111 as an emergency telephone number because of problems with misdialling due to the repeated digits.^[12][13]

Despite ambiguous reporting, these issues were never with the 111 service itself, and did not impact fire or ambulance services. The problems were restricted solely to the Police Communications Centres.