112 call centres to offer language menu options in pilot project

People calling the 112 emergency number in parts of Belgium will, from this week, be invited to choose from multiple language options at the beginning of their call, before speaking to an operator, authorities have announced.

The change aims to improve the service for residents and visitors by speeding up the time before they are connected to a call centre that speaks their language.

The new system will first be tested in the provinces of Namur and Limburg, where callers will be offered a menu prompting them to select their preferred language before being connected to an operator.

In practice, this means callers can immediately choose between French, Dutch or German, depending on availability. In Namur province, for example, if no call centre operator speaks Dutch, a caller who chooses Dutch will automatically be transferred to the nearest available Dutch-speaking 112 call centre - and vice versa in Limburg province.

Belgium has three official languages: Dutch, French and German, and also hosts many residents and tourists who speak other languages. Until now, callers had to start in one official language and then ask to be transferred, which can delay critical assistance.

Authorities say the revised 112 menu will better reflect the country’s linguistic diversity and help responders assess emergencies faster.

Call handlers will still be trained to work principally in Dutch or French, but the menu option is intended to signal available support for speakers of other languages and prompt quicker call transfers to multilingual staff.

Local emergency centres have been preparing for the change with updated protocols and staff briefings. These changes apply to 112 calls - for medical emergencies and the fire brigade - and are not yet expected to be integrated into the 101 menu, the number for calling the police.