A complaint about how a 911 call was handled after a significant traffic crash has been reviewed by Surrey Police Service (SPS) Chief Constable Norm Lipinski, with findings showing the operator followed policy.
The complaint, lodged by a man on his father’s behalf, alleged that a 911 operator dismissed the crash and advised calling a tow truck instead of dispatching emergency services. The complainant argued such a response could have endangered someone with hidden injuries.
Lipinski, tasked by the Surrey Police Board to investigate, presented his findings at the board’s Sept. 11 meeting. After a full review of the audio and transcript, he found the operator did not make the remarks alleged. Instead, the caller told the operator he was “not really” injured, leading the call to be categorized as a non-injury motor vehicle accident.
“The review determined that the 911 call-taker’s handling of the call was consistent with established standards of practice and SPS policies,” board governance chair Nerissa Allen said.
Under SPS operational policy, police attend collisions involving fatalities, hospital-transport injuries, damage over $10,000, hit-and-runs with evidence, major traffic disruption, or suspected crimes such as impaired driving.
The board heard the 911 exchange lasted just over one minute, with the operator confirming no injuries and offering to provide a tow truck number before ending the call.
The Surrey Police Board’s next meeting is scheduled for October 9.
