The European Commission (EC) decided, on 30 November 2009, to reserve two new numbers of the 116 range: 116006 - a helpline for victims of crime and 116117 - a non-emergency medical call service. These numbers are added to the three other numbers of the 116 range which, across the European union, are reserved for services of social value: 116 000 - free number reserved to report missing children, 116 111 for children to call when they need help and 116 123 providing emotional support helplines.
The helpline for victims of crime (116006) offers emotional support, and provides information to victims of their rights and how to use these, while also referring victims to relevant organisations.
116117 will direct callers to medical assistance when the need is urgent but not life-threatening, especially outside normal office hours, during the weekend or public holidays. The aim is to connect the caller to a skilled call-handler or a qualified medical practitioner who could provide on-call medical assistance or advice.
Member States are now required to adopt the measures necessary to ensure that, from 15 April 2010, the national telecoms regulators can assign these new numbers to organisation which intend to provide such services in their territories.
The Annex to the Decision contains a list of specific numbers within this range and details the services for which each number is reserved, as well as the specific conditions associated with their use. This list of numbers reserved for services of social value in annex to Decision 2007/116/EC is currently as follows:
|
Number |
Service for which this number is reserved |
Specific conditions attached to the right of use for this number |
|
116 000 |
Name of service: Hotline for missing children Description: The service (a) takes calls reporting missing children and passes them on to the Police; (b) offers guidance to and supports the persons responsible for the missing child; (c) supports the investigation. |
Service continuously available (i.e. 24 hours a day, 7 days a week, nation-wide). |
|
116 006 |
Name of service: Helpline for victims of crime Description: The service enables victims of crime to get emotional support in such circumstances, to be informed about their rights and about ways to claim their rights, and to be referred to the relevant organisations. In particular, it provides information about (a) local police and criminal justice proceedings; (b) possibilities of compensation and insurance matters. It also provides support in finding other sources of help relevant to the victims of crime. |
Where the service is not continuously available (i.e. 24 hours a day, 7 days a week, nation-wide), the service provider must ensure that information about availability is made publicly available in an easily accessible form, and that, during periods of unavailability, callers to the service are advised when the service will next become available. |
|
116 111 |
Name of service: Child helplines Description: The service helps children in need of care and protection and links them to services and resources; it provides children with an opportunity to express their concerns, talk about issues directly affecting them and contact someone in an emergency situation. |
Where the service is not continuously available (i.e. 24 hours a day, 7 days a week, nation-wide), the service provider must ensure that information about availability is made publicly available in an easily accessible form, and that, during periods of unavailability, callers to the service are advised when the service will next become available. |
|
116 117 |
Name of service: Non-emergency medical on-call service Description: The service directs callers to the medical assistance appropriate to their needs, which are urgent but non-life-threatening, especially, but not exclusively, outside normal office hours, over the weekend and on public holidays. It connects the caller to a skilled and supported call-handler, or connects the caller directly to a qualified medical practitioner or clinician. |
Where the service is not continuously available (i.e. 24 hours a day, 7 days a week, nation-wide), the service provider must ensure that information about availability is made publicly available in an easily accessible form, and that, during periods of unavailability, callers to the service are advised when the service will next become available. |
|
116 123 |
Name of service: Emotional support helplines Description: The service enables the caller to benefit from a genuine human relationship based on non-judgmental listening. It offers emotional support to callers suffering from loneliness, in a state of psychological crisis, or contemplating suicide. |
Where the service is not continuously available (i.e. 24 hours a day, 7 days a week, nation-wide), the service provider must ensure that information about availability is made publicly available in an easily accessible form, and that, during periods of unavailability, callers to the service are advised when the service will next become available. |
Further information:
- European Commission reserves phone numbers for victims of crime and non-emergency medical hotlines in Europe http://europa.eu/rapid/pressReleasesAction.do?reference=IP/09/1842&format=HTML&aged=0&language=EN&guiLanguage=en
- Commission Decision of 30.11.2009 amending Decision 2007/116/EC as regards the introduction of additional reserved numbers beginning with '116' https://ec.europa.eu/digital-single-market/en/news/decision-2007116ec-116
