How do I reach the 123 service for a non-emergency communication matter in Brunei?

The 123 service is available around the clock, including public holidays. Additional options include WhatsApp at 8333123, an email address, an app, a web form and social media.

Which emergency number should I use for medical, police or fire-related communication in Brunei?

Use 991 for ambulance services, 993 for the police, 995 for fire and rescue, and 998 for search and rescue. Number 123 is intended for non-emergency public matters.

How do I register a prepaid SIM card for mobile communication in Brunei?

The provider records your full name, identification number and address. Depending on your status, you may need a yellow or purple Smart or identity card, a green identity card or passport with an Employment Pass, a passport, or, for a company, an authorization letter with registration documents.

How do I escalate an unresolved complaint about telephone or internet communication in Brunei?

First contact the provider. If it does not respond within 48 hours or does not resolve the problem satisfactorily, the complaint may be submitted to AITI for a provider licensed by AITI.

Which accessible communication channels are available for government services in Brunei?

Gov.bn, e-Darussalam and the 123 service provide digital or multichannel contacts; websites should meet the Web Content Accessibility Guidelines at Levels A and AA. The official sources reviewed do not identify a general nationwide communication or interpreting hotline.

Communication in Brunei

Communication in Brunei takes place in daily life and with authorities and businesses through conversation, telephone, post and digital channels. Malay is the official language; English is permitted for official purposes and widely used. The nationwide 123 service is available around the clock for general public matters.

Tip

In Brunei, use 123 first for non-emergency public matters and the direct emergency number in an acute danger. Choose the responsible official channel for provider, postal and government matters and keep records. Share identification and bank details only through verified channels, especially for SIM registration and unexpected messages.

byNurul&Muhammad

Standard Malay or English is generally used in official communication. Brunei Malay, Chinese dialects and Indigenous languages are also common depending on the community. Respectful forms of address and sensitivity regarding the monarchy, religion and the MIB context shape communication; however, the official sources reviewed do not identify a single national etiquette code. The Authority for Info-communications Technology Industry (AITI) is the regulator responsible for telephony and the internet. Mobile and fixed networks and broadband infrastructure operate within the national infrastructure context (UNN). Mobile, fixed-line and internet services are offered by Datastream Digital Sdn Bhd (DST), imagine Sdn Bhd and Progresif Sdn Bhd. The national numbering plan has applied since 19 November 2025 and distinguishes geographic, mobile, short and special service numbers. In emergencies, 991 is used for ambulance services, 993 for the police, 995 for fire and rescue, and 998 for search and rescue. The nationwide non-emergency contact point (Talian Darussalam 123) provides information, feedback, complaints and answers to questions. The service is available around the clock, including public holidays: by telephone at 123, through WhatsApp live chat at 8333123, by email at info@123.com.bn, through 123.gov.bn, and through the app and social media account @td123bn. The office forwards matters to the responsible authority. For a prepaid SIM card, the official prepaid SIM registration code (Mobile Prepaid SIM Cards Registration Code) requires accurate subscriber details: full name, identification number and address. Brunei citizens and permanent residents use a valid yellow or purple identity card; foreign workers use the green identity card or a passport with an Employment Pass; visitors use their passport. Companies provide an authorization letter and registration documents. Registration is possible from the age of twelve; for younger children, a parent or legal guardian completes the registration. Provider branches, authorized resellers and, depending on the provider, online platforms may be used. A SIM card may not be sold, rented out or given to another person. In a change of ownership, the provider must update its records. Anyone unable to appear in person may use an authorized representative under the relevant provider's conditions. The previous re-registration period in 2025 has ended; reactivation and account status depend on the provider. Providers do not initiate such re-registration by telephone, WhatsApp or Telegram. For complaints about billing, lack of network coverage, dropped calls, quality, speed, or delays in activation and restoration, the user first contacts the provider. If the provider does not respond within 48 hours or the solution remains unsatisfactory, the complaint may be escalated to AITI if the provider is licensed by AITI. Tariffs, fees and service times vary by provider and plan. Postal services are available nationwide through the national postal operator (PosBru Sdn Bhd). Since 1 January 2026, PosBru has performed the former functions of the Brunei Postal Services Department as a wholly owned subsidiary of Darussalam Assets and operates as an AITI-regulated provider. Basic services include accepting and delivering mail, branches, postboxes and post office boxes. Services include ordinary letters, parcels, EMS or SpeedPost, Pos Laju and the postal tracking service (Bru-Track). Bru-Track also helps users find postcodes by district, mukim and kampong. Senders must provide a correct address, package items securely, observe prohibitions and meet collection or receipt deadlines. Price, weight, destination and delivery time depend on the selected service. In cases of loss, theft, damage or suspicious items, clarification begins with the provider; PosBru can be contacted at feedback@posbru.com.bn. For digital government services, gov.bn or e-Darussalam brings together forms, information and electronic services. The shared sign-in service (e-Darussalam) provides a common login for several services; access depends on the category and may require, among other things, a Smart IC issued in Brunei or a valid Employment Pass. The national digital identity (BruneiID) was introduced for selected platforms in January 2026, with the transition and coverage varying by platform. Accessible digital services should include people with disabilities and meet the requirements of the Web Content Accessibility Guidelines (WCAG 2.0) at Levels A and AA. Websites should be suitable for mobile devices; captions, labels and on-screen notices are intended for audio and video content. Ministry of Education services include communication support, speech therapy, sign language, Braille and assistive technology. The official sources reviewed do not identify a general nationwide communication or interpreting hotline. Practical alternatives include the various channels of the 123 service, an accessible contact with the provider or authority and, where permitted, representation by a guardian. The same legal principles apply to online and offline communication. False information, defamation, obscene or offensive content, unauthorized access, identity misuse and insults to Islam or the Prophet may, depending on the case, involve bodies such as the Royal Brunei Police Force, the Prime Minister's Office, the Ministry of Transport and Infocommunications or the Ministry of Religious Affairs. For suspicious activity on social networks, the user should inform the platform operator and the national computer emergency response team (BruCERT) or Cyber Security Brunei; 2458001 and WhatsApp 7170766 are available for this purpose. Never send identification or bank details to third parties in response to unsolicited messages. The personal data protection order of 2025 (Personal Data Protection Order 2025) applies to private organizations; its commencement depends on a notification by the Minister and should be checked for the relevant date. Misunderstandings in personal contact can usually first be clarified through an appropriate channel, clear language and checking the context; a general nationwide formal mediation procedure is not evidenced.