What is the 999 BSL emergency video relay service?

British Sign Language (BSL) users can contact the emergency services (police, ambulance, fire or coastguard) using this free service. This is an extra way of contacting 999 - you can still use voice, text relay, or SMS.

Learn more about 999 BSL 

Please note: this service is not provided by Shell Energy Retail. This service is provided by Sign Language Interactions, an Ofcom approved supplier of emergency video relay services.

How do I use it?

To use the service, simply visit the 999 BSL website, or download the 999 BSL app (available for iOS or Android phones).

If you access the 999 BSL app or website to contact the emergency services, you’ll be connected to a British Sign Language (BSL) interpreter, who will appear on the screen.


The BSL interpreter will then call the 999 operator and will relay the conversation. You can see how BSL 999 works in a video 

Who can use this service? 

The service is free of charge to all customers and available 24 hours a day. All it needs to work is an active internet connection (either home broadband or 3G/4G/5G) and a device that’s compatible with video calling. 

Need more help?

Shell Energy is committed to supporting the needs of all of its customers. If circumstances mean you have any special requirements (or someone else in your household does) please get in touch or visit our support hub to explore what help is available to you.

More information

You’ll find answers to the most frequently asked questions on the 999 BSL website.