What is eCall and how crash detection technology can save lives

How does eCall work?

eCall is a system built into a vehicle that automatically makes an emergency call to a specialist control centre if the car is involved in a serious collision, even if the occupants are trapped or unconscious. Known as automatic collision notification, the call will be triggered when the airbags go off or if sensors in the car detect a crash has occurred.

In most cases, a strictly defined set of data such as the car’s precise location, direction of travel, number of occupants (via the seatbelts in use), make/model and registration/VIN numbers will also be sent to the call centre, where trained staff will offer immediate assistance. They can talk to occupants in the car and will send for emergency service responders if needed.

Many cars also have an SOS button, usually located on the overhead console in between the driver and front passenger. This allows occupants in the vehicle (or even someone who is first on the scene of a crash) to contact the emergency call centre and speak to a specialist operator for help.

Are all eCall services the same?

Various carmakers offer emergency call systems in Australia, often as part of a broader connected services package and mobile phone app that might include any number of remote vehicle functions (climate control, lock/unlock, location/tracking, etc).

With eCall, there are different levels of connectivity and functionality depending on the vehicle make and model, which can in turn impact emergency response times.

Most systems include automatic crash detection and notification to an emergency response centre. This connection might be direct to the Triple Zero (000) network or, as is often the case in Australia, via a third-party call centre that receives the call and incident data in only a few seconds and assists with the emergency response.

The most comprehensive eCall services are fully integrated into the vehicle and will automatically place an outbound call from the car itself, linking with a call centre that’s based in Australia and staffed by specialist operators with local knowledge. The RACV-owned Intelematics is one of these.

Some other services rely on SMS, email or voice-to-text and will then contact the vehicle directly or via a paired device. In certain cases, the call centre agents are based overseas. 

Some smartphones and smart watches (both Apple and Android) also have a crash detection function that can call emergency services and send a message to your emergency contacts when a severe car crash is detected. As a device-based system, this is less sophisticated than an eCall service built into the car.

Not all eCall services include a SOS call button inside the car, which enables occupants to contact the emergency call centre, if necessary.

Where data from the car is obtained, it’s important that the carmaker has a privacy policy that ensures the information collected (including vehicle location and number of occupants) is only used for providing emergency assistance at that time.

The majority of eCall services are provided free of charge and should remain in place for the life of the vehicle. However, there may be exceptions, with some carmakers combining emergency assist with a paid subscription package that includes other features such as stolen vehicle tracking.

Others might require payment after a select period, such as when the new vehicle warranty expires.

More: Essential items for your car emergency kit to keep you safe

Will eCall work in a second-hand car?

If you purchase a used car in Australia with eCall fitted, the service should in most cases continue to operate, free of charge. As noted above, there might be some exceptions, so check with the vehicle manufacturer.

An authorised dealer or the owner’s manual are good reference points for checking whether the automatic crash notification service is operating. If you have an SOS button in the car, the owner’s handbook should also help you identify whether it’s working properly (green/red indicator lights, for example). A red light might indicate that the backup battery is depleted, in which case you should contact an authorised service centre to have it replaced.

Older cars that had their connected services system set up using a 3G network may require a software update to continue using emergency safety features such as automatic collision notification and SOS call (both of which now depend on 4G as a minimum for data and voice). Any update process will be specific to individual car brands and models, and it’s also possible that the eCall service might no longer be supported, so contact the manufacturer for assistance.

There is scope for eCall technology to be retrofitted on cars, but this is not readily available in Australia at this point.

More: How to buy a used car with confidence

Why isn’t eCall mandatory in Australia?

Federal and state government transport agencies are working with Austroads, car industry representatives, the telecommunications sector, emergency services and other organisations to assess whether Australia should follow the European Union in making eCall mandatory on all new vehicles sold here.

There is broad support for the technology but much debate over what is required to support and enable its widespread implementation as part of the bigger question of how increasingly connected and automated vehicles should be regulated.

Australia’s sheer geographical size and mobile phone coverage have been cited as obstacles, along with the ability for the Triple Zero emergency call service to accept the data ‘packets’ that are automatically sent from a car in the event of a crash. That’s why third-party call centres operating 24/7 are currently favoured to quickly validate and triage the event – handling the data and the automatic and manual emergency calls – and send appropriate support to the location.

More: Driving safely in fog, rain, snow and poor-visibility conditions

How effective is eCall?

Crash detection technology and eCall services are designed to reduce the time it takes for medical services to be provided at the scene of a crash. The emergency response can also be tailored to the situation based on data sent from the car and the operator’s ability to speak directly to occupants, providing support and assessing the severity of injuries, for example.

Multiple studies in Europe have suggested eCall systems should reduce road deaths – estimates range from 2-15 per cent – while the European Commission has cited that full deployment of eCall across the continent could save up to 2500 fatalities each year. European studies have also estimated eCall could halve the crash response time in rural locations and realise a 40 per cent improvement in urban areas.

According to Australia’s peak body for advanced transport technology, ITS Australia, European data suggests that fitting eCall in all cars on our roads could save around 200 lives each year.

The Australasian New Car Assessment Program (ANCAP) will also introduce new testing protocols in 2026 that will reward cars that have eCall fitted, sending a strong message to carmakers and consumers that the safety technology is worth it.

Motorists are encouraged to steer towards models with eCall that’s fully integrated and includes an SOS button when purchasing their next vehicle – whether new or used – and encouraging further uptake through rental fleets by asking for eCall when booking a rent-a-car.

It can help save lives and provides peace of mind knowing your car is ready to respond to emergency services at the precise moment you need it.