Apple Directs Users Not to Hang Up on Operators in Accidental Crash Detection Calls

[MacRumors]

With the iPhone 14 models, Apple introduced a Crash Detection feature that is designed to contact emergency services automatically should a collision be detected. Crash Detection has already saved lives, but there have also been a number of complaints about the option accidentally triggering at ski resorts, amusement parks, and in other non-emergency high-activity situations.

Apple has introduced Crash Detection optimizations in the last several iOS 16 updates to try to cut down on false calls, and now the company has new recommendations for users that accidentally activate the crash detection feature. In an updated Crash Detection support document, Apple directs users not to hang up if an accidental call is placed, and to instead explain to the emergency responder that help is not required.

If the call has been made, but you don't need emergency services, don't hang up. Wait until a responder answers, then explain that you don't need help.

Apple also removed a line in the support document that suggested users cancel a call during the timer period. "If you don't need to contact emergency services, tap Cancel and confirm that you don't need emergency services," read the sentence that has been pulled from the document.

The Crash Detection support site continues to suggest that users should dismiss an alert if they are able to do so, but Apple appears to want to put a stop to iPhone users canceling or hanging up on an already-started emergency call and leaving emergency responders wondering what happened.

Emergency dispatchers around ski slopes have been particularly unhappy with the number of accidental calls that are being received from Crash Detection. Skiing and snowboarding tumbles are able to trigger Crash Detection, and with the heavy clothing worn with these activities, iPhone and Apple Watch users sometimes don't notice that an emergency call has been placed.

In Colorado's Summit County, for example, 185 accidental Crash Detection calls were received in a week in January, wasting time and resources needed for actual emergencies. Summit County emergency services director Trina Dummer said in February that the situation threatens to "desensitize dispatchers and divert limited resources from true emergencies."

Apple in response sent four representatives to Summit County to observe the emergency call center, and further optimizations have since been added.

Crash Detection is available on the iPhone 14 models and the latest Apple Watch models. Using sensors like the accelerometer and gyroscope, it can detect a severe car crash and automatically call emergency services if a user does not respond to an alert within 20 seconds.

Article Link: Apple Directs Users Not to Hang Up on Operators in Accidental Crash Detection Calls

 

[JPack]

This message should be shown on the iPhone, not buried in a support document.

 

[Amazing Iceman]

Why not create a sports mode that would also detect crashes but using an adjusted algorithm?
This way, if a skier has an accident and gets covered in snow, he/she could also be saved.

 

[MallardDuck]

"We can't fix our logic, so it's your responsibility to solve our problem for us"

Seriously, how hard is it to geofence off the ski slopes?

 

[t0rqx]

This message should be shown on the iPhone, not buried in a support document.

Exactly. I doubt that even 1% of all users even read a manual, let alone a support document that changes everytime.

Although a life saving feature this will always and maybe impossible to manage in it's current form.

 

[Verified Whiskey]

It’s hard because on the one hand, if I crash on the hill and I’m not able to call for help I want it to do it for me. But if I’m able to still move afterwards, and just don’t hear it calling, I don’t want that.

I’ve heard the geofence suggestion, and maybe for theme parks where the chances of you flying off the roller coaster is next to zero, but for ski resorts I do still want that to be triggered. Just maybe… refined. Which it sounds like they have been! So that’s good.

 

[antiprotest]

Users direct Apple to fix their ****.

 

[rjp1]

This feature gets a lot of hate on here sometimes.

Personally, I had a bike accident about a year ago and broke some bones. As I was gathering myself, the siren started to go off and I was able to cancel it. Luckily, I didn't need it to call 911, but I was very thankful for it going off. I guess that is why I'd rather it be a little too sensitive instead of not sensitive enough. This is one of those things that will never be perfect and that is okay.

 

[3530025]

This feature is some hot mess. Can't understand how it could have been approved when it is not and can not be false-positive proof and so it overloads emergency services and it will continue to do so.

 

[3530025]

This feature gets a lot of hate on here sometimes.

Personally, I had a bike accident about a year ago and broke some bones. As I was gathering myself, the siren started to go off and I was able to cancel it. Luckily, I didn't need it to call 911, but I was very thankful for it going off. I guess that is why I'd rather it be a little too sensitive instead of not sensitive enough. This is one of those things that will never be perfect and that is okay.

This is one view.

Let me give you another standpoint - emergency services have limited capacity and because of these false calls reaction to actual emergency can be delayed and someone may die consequently.

 

[EmotionalSnow]

This message should be shown on the iPhone, not buried in a support document.

Maybe people who don't even know how 911 works shouldn't be trusted with a phone in the first place. I mean seriously, these are basics that can be life-critical in the right moment and some people just don't know them.

 

[EmotionalSnow]

This is one view.

Let me give you another standpoint - emergency services have limited capacity and because of these false calls reaction to actual emergency can be delayed and someone may die consequently.

Yet this feature also saves lives, probably more than will ever be at risk due to the rare instance of delaying help to an actual emergency in the case of a false alert.

 

[3530025]

Yet this feature also saves lives, probably more than will ever be at risk due to the rare instance of delaying help to an actual emergency in the case of a false alert.

Any actual statistics backing your claim?

 

[Someyoungguy]

Garbage “feature”. Another disappointment, as is the remedy.

 

[cpnotebook80]

Okie, dokie apple.

 

[coolfactor]

This feature is some hot mess. Can't understand how it could have been approved when it is not and can not be false-positive proof and so it overloads emergency services and it will continue to do so.

That's black-and-white thinking. There will never been a "perfect" implementation. The goal is to *reduce* false-positives. This feature has saved lives and Apple continues to work hard to refine the detection algorithm. We know and appreciate that. It would be silly to demand that they remove this feature because it's not "perfect".

 

[TheYayAreaLiving 🎗️]

Why do we have to explain it further? This reminds me of when a solution becomes a problem.

 

[TracesOfArsenic]

Brilliant. Instead of fixing the issue, they just hand ball the issue onto other (more important and resource intensive) services. Fantastic work, Tim. You're doing a stellar job with your brand (and emergency service's time).

 

[TonyC28]

This is one view.

Let me give you another standpoint - emergency services have limited capacity and because of these false calls reaction to actual emergency can be delayed and someone may die consequently.

Ehh, maybe. But probably not. In my days of dispatching which was about ten years ago I think about half of the 911 calls that came in were bogus butt dials. Those are a waste of time. A call coming in and the person says “sorry, I’m ok”, probably not that big of a deal.

 

[Wackery]

Apple didn’t factor in the stupidity of its users

 

[dumastudetto]

This is a life-saving technology that everyone should embrace and support. I'm proud of what Apple is doing in this arena.

 

[sw1tcher]

Why not create a sports mode that would also detect crashes but using an adjusted algorithm?
This way, if a skier has an accident and gets covered in snow, he/she could also be saved.

"We can't fix our logic, so it's your responsibility to solve our problem for us"

Seriously, how hard is it to geofence off the ski slopes?

You geofence off the ski slopes and then when someone finds themselves in a situation like this person, then that person will be SOL.

Video shows upside down snowboarder buried alive in snow being saved from suffocating by rescuer

An upside down snowboarder buried alive in the snow was saved when a skier noticed the snowboard sticking out into the air.

abc7.com

Sorry, but geofencing an area is a dumb idea.

 

[Duke24]

Why not create a sports mode that would also detect crashes but using an adjusted algorithm?
This way, if a skier has an accident and gets covered in snow, he/she could also be saved.

I wonder if Crash Detection would have helped the Dallas Mavericks this season.

 

[patent10021]

Elevators no different. If I push the telephone button by mistake I hang up. I might say, "Oops".

Thanks though Timmy.

 

[MallardDuck]

This feature gets a lot of hate on here sometimes.

Personally, I had a bike accident about a year ago and broke some bones. As I was gathering myself, the siren started to go off and I was able to cancel it. Luckily, I didn't need it to call 911, but I was very thankful for it going off. I guess that is why I'd rather it be a little too sensitive instead of not sensitive enough. This is one of those things that will never be perfect and that is okay.

It’s a great feature, but for places where there are high levels of false alarms, the local government should be able to ask Apple to geofence it off. If you’re skiing in bounds, there’s usually plenty of other people around to find you. If you’re out of bound….Darwin.