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Review finds nothing went wrong with 911 service during fire calls

There is nothing wrong with Kamloops’ 911 system.

That’s the word from Kamloops Fire Rescue Chief Neill Moroz after an investigation into the response to a Nov. 3 fire at a North Shore home.

Moroz told KTW the investigation — which involved the Kelowna regional 911-dispatch centre, KFR’s own fire dispatch centre and service providers like Telus and Shaw — showed at least one person misdialed 911 in the moments after fire broke out at a home on Stewart Avenue.

“All the records show that, at the very beginning, 911 was misdialed,” Moroz said, adding the caller likely pressed another number on his or her phone before hitting 9-1-1.

“The first call that was dialled correctly came into the [dispatch] centre, was answered in four seconds, dispatched in 11 seconds and we were on-scene four minutes and four seconds later.”

Moroz acknowledged the fact that more than one 911 caller received a message saying the system was busy. He said the first busy tone lasted just over 20 seconds, after which an operator picked up.

The second caller who received a busy tone hung up after 22 seconds.

“A delay of 22 seconds is not something I’m concerned about,” Moroz said.

“It’s well within what we’re trying to do.”

Investigators believe the fire, which gutted the home of a family of six and killed a pet cat, was caused by faulty electrical wiring.

 

 

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