Emergency services were not called until 11 minutes after the Alton Towers rollercoaster crash, it has emerged.
Theme park bosses were informed of the accident on Tuesday at 13:57 BST but ambulance crews said the 999 call was not made until 14:08.
Alton Towers said one of its first responders was soon on the scene and security staff would have called 999 as soon as an assessment had been made.
Sixteen people were hurt, four seriously, when the Smiler crashed.
Crews from the West Midlands Ambulance Service arrived on the scene at 14:35 and they called the fire service at 14:41.
Fire crews were not initially requested by Alton Towers but the park's staff did put their own call in requesting their assistance at 14:45, the fire service said.
In a statement, Alton Towers said: "Our community first responders, based on site at Alton Towers, are trained by West Midlands Ambulance Service and form part of our security and medical teams.
"Once the incident occurred, a member of the ride staff would have called our first responders who arrived at the scene within minutes.
"After instant assessment they call our security department who then call 999 straight away."