PRETORIA, Gauteng — The majority of South African Police Service (SAPS) officials operating the critical 10111 emergency line never received basic police training, according to Police Portfolio Committee Chairperson Ian Cameron. This systemic failure has been thrust into the spotlight following a deadly mob attack near Dunoon in the Western Cape, exposing deep-rooted institutional crises within the national emergency response network.
The recent suspicious mob attack, which left four people dead, highlighted severe vulnerabilities in the 10111 service. A witness who called for help reported that an operator ended the call despite being provided with a precise GPS location of the ongoing attack near the N7 offramp.
Recent SAPS data presented in parliament underscores the scale of the dysfunction, revealing a 26 percent drop-call rate, response times ranging from 8 to 35 minutes, and more than 6.3 million dropped calls over a three-year period.
According to Cameron, the roots of this crisis trace back to 2017, when the majority of 10111 members were transitioned from public service administrative appointments to SAPS Act members. While the move was initially intended to provide a positive career trajectory, allowing members to gain ranks and professional growth, adequate development never materialized. Cameron noted that many operators still have not received basic police training, leaving them to serve as constables without the requisite foundational preparation. Some have served in the 10111 centers for 20 to 30 years, retiring as constables without ever seeing a promotion.
While SAPS is pursuing disciplinary action against the specific operator involved in the Dunoon incident, Cameron emphasized that scapegoating a single individual ignores the broader institutional failure. He stressed that the divisional commissioner of human resource management in the police, along with the acting national commissioner, must be held accountable for this systemic breakdown.
The Police Portfolio Committee, including MP Nicholas Gotsell, has conducted multiple oversight visits to 10111 centers, including the Cape Town facility linked to the Dunoon incident. Following each visit, the committee submitted detailed oversight reports and followed up with the acting minister and national commissioner. Cameron expressed deep frustration over the consistent lack of response from the ministry’s office, noting that he even took the step of meeting directly with call operators without the commander present to gauge ground-level realities.
These concerns are further corroborated by the Auditor General, whose reports align with the alarming statistics on drop calls and SAPS’s own annual performance plan.
Acting Minister of Police Firoz Cachalia previously announced a 10111 reform project plan in March, which included directives to urgently review staffing and training protocols. However, Cameron stated that the needle has not shifted “one bit.” While minor updates, such as the implementation of different phone line systems in the Midrand and Johannesburg centers, have occurred, there has been no major specialized personnel development or additional psychosocial support for staff.
To address the corrosive relationship between the public and law enforcement, Cameron has compiled a “10111 rescue plan” outlining urgent interventions:
- A comprehensive national audit of staffing, vacancies, ranks, years of service, and career progression.
- The establishment of a credible, specialized career progression pathway for 10111 personnel.
- Improved shift strength and overtime support, as many members currently resort to using personal phones to dispatch help due to technological failures.
- The urgent upgrade of technology, including live location tracking and digital mapping, which could have prevented the tragic outcome of the Denoon incident.
- A restructured accountability framework that targets root causes and management failures, rather than solely focusing on individual disciplinary processes.
The breakdown in the system has severely impacted frontline responders. Cameron highlighted that dedicated flying squad members, who are tasked with high-risk emergency responses, are often left waiting for dispatches. These units frequently report that 10111 centers fail to communicate with them due to malfunctioning radios or phones, preventing them from acting as the first line of defense for the public.
The erosion of public confidence is reflected in recent polling data regarding the 10111 service. When asked about their trust in the emergency line, 61 percent of respondents reported experiencing no response at all during an emergency. Meanwhile, 11 percent stated that help arrived quickly, 9 percent reported delays, and 19 percent indicated they have never used the service, often opting to bypass SAPS entirely in favor of private security.
Cameron affirmed that the Portfolio Committee will leverage upcoming engagements with the Auditor General to demand answers from the relevant commanding authorities, ensuring that the broader accountability process extends beyond internal police discussions. Provincial and local governments, including those in the Western Cape and Gauteng, have previously offered assistance to alleviate the burden on SAPS, presenting a missed opportunity for collaborative reform.
Until systemic accountability is enforced and foundational training is prioritized, Cameron warned, the institutional crisis and the public’s distrust in law enforcement will only continue to deepen.
