How to Call for Help — 112 / 108

Learning objectives

After completing this lesson learners should be able to:

• Understand when to call emergency services after a road crash
• Know the purpose of emergency numbers 112 and 108
• Communicate essential information clearly and accurately
• Help emergency responders reach the crash location quickly
• Avoid common mistakes that can delay emergency assistance

Why Your Call Matters

Imagine you are riding home from work when you witness a collision between a motorcycle and a car. Several people stop, but no one knows who should call for help. Some assume someone else has already called, while others begin recording videos on their phones. Every minute without medical assistance increases the risk of complications for seriously injured victims. In many emergencies, the first call to emergency services is the most important action a bystander can take. Making that call does not require medical training — it simply requires staying calm and communicating clearly.

Understanding Emergency Numbers in India

112 is India's integrated emergency response number. It connects callers to the Emergency Response Support System (ERSS), which can coordinate police, ambulance or fire services based on the situation. If you are unsure which emergency service is required, dial 112. In many states, 108 connects directly to ambulance and emergency medical services. If you know medical assistance is urgently required and 108 operates in your area, you may call it directly. If you are uncertain, 112 is always the safest choice, as the operator can coordinate the appropriate response.

What Information Should You Provide?

Emergency operators can only respond as effectively as the information they receive. 1) Your exact location — the most important detail. Include the highway or road name, a nearby landmark, the junction or intersection, the village or town and your direction of travel, for example: 'Near Katraj Tunnel on NH-48 towards Satara.' If available, share your phone's live location. 2) Number of injured people — an estimate is enough, for example: 'Three people appear to be injured.' 3) Condition of the injured — describe only what you can observe, such as one person unconscious, severe bleeding, a person trapped inside a vehicle, or two people able to walk. Avoid guessing medical conditions. 4) Vehicles involved — motorcycle and car, bus and truck, auto-rickshaw and bicycle. This helps responders prepare suitable rescue equipment. 5) Additional hazards — fuel leakage, smoke or fire, fallen electric wires, chemical spills or blocked traffic lanes.

Stay Calm and Follow the Operator's Instructions

The emergency operator is trained to guide you. Speak slowly, listen carefully and answer questions honestly. If you do not know an answer, simply say so — never guess or exaggerate, as incorrect information can delay the response. The dispatcher may ask you to stay at the scene if it is safe, guide responders to the exact location, keep bystanders away from danger, observe the injured person's condition, and avoid moving injured persons unless there is an immediate threat such as fire.

Keep Your Phone Available

Do not switch off your phone after making the call. Emergency responders may need to contact you again for better directions, additional information or updates about the scene. Remaining available can help emergency services locate the crash more quickly.

Common Mistakes to Avoid

Do not delay calling because you assume someone else already has. Do not give inaccurate or exaggerated information. Never make prank or false emergency calls. Do not crowd around the injured while speaking on the phone. Do not hang up before the operator confirms they have the required information. Every unnecessary delay can affect the outcome for the injured.

Real-world scenarios