Public Contact Survey

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Cumbria Police has launched a new Call Back function on its 101 non-emergency reporting phone line to assist people who prefer to contact the police by phone.

The function will serve as one of a range of options available to people wishing to contact the police regarding a non-emergency issue.

The options include reporting via an online form and using the Constabulary’s online ‘Live Chat’ function on the force website, as well as the 101 phone line.

Superintendent Carl Patrick said: “During busy periods, someone calling 101 may face a delay of several minutes getting through to a police officer, as emergency 999 calls are always prioritised.

“We recognise that this can be frustrating, being kept on the phone as you wait to reach the head of the queue.

“However, the new Call Back option allows you to get off the phone whilst holding your place in the queue, and receive an automatic call once you reach the front.

“Once you answer the Call Back you will then rejoin the queue and be next in line to speak with a police officer in our Command and Control Room.”

The Call Back will be provided as an option during a busy period when there is a queue on the 101 phone line. The caller will hear the following message: “We are currently experiencing high demand. If you would prefer for us to call you back when you reach the front of the queue, please press 1.”

The caller will follow the prompts, end the call and then receive a call back when they reach the head of the queue.

The option cannot be used if you withhold your phone number, as the system will not be able to recognise a number to call you back on.

If the caller does not answer the call back, two further attempts will be made to connect the call.

Supt Patrick said: “We believe it is important to offer people different options for contacting the police. For some people, communicating with us online is the most efficient and effective option, whilst there are others who prefer to pick up the phone.

“The new Call Back system serves to improve the experience for those people who prefer to pick up the phone when contacting us.

“In an emergency, you should always pick up the phone and dial 999. You will be speaking with a police officer in a matter of seconds.”

More on online methods of contacting Cumbria Constabulary can be found here: Report It - Cumbria Constabulary