Footage of police tasering a frail, 95-year-old grandmother in an aged care facility has been described as “confronting” as outrage over the incident grows.

Clare Nowland is receiving end-of-life care in Cooma Hospital, surrounded by her distraught family, after she was injured when tasered on Wednesday morning.

Staff at her Cooma nursing home called the police over fears the 43kg woman, who uses a walking frame, had a kitchen knife.

A friend of some family members, solar farm owner and community advocate Andrew Thaler, called on NSW Police Commissioner Karen Webb to meet the family face-to-face to help them understand what went on.

“Detectives have told them there is body camera footage and that it’s confronting to watch,” he told AAP on Friday.

“It’s a big family … the commissioner might be better to be there to help them deal with it and to make an account (of police actions).”

He questioned what threat Mrs Nowland, who stands at about 155cm, could pose and whether the presence of police had escalated the situation.

“To allege she was brandishing a knife is the most absurd thing … was she making toast, was she hungry? I think it’s a lie,” he said.

“The police should never have been called.”

Police initially described the incident as “an interaction” between officers and Mrs Nowland but Ms Webb on Friday stressed police understood the gravity of the situation.

“My thoughts are with the family at this difficult time,” she said.

“I understand and share the community concerns and assure you that we are treating this matter with the utmost seriousness.

“A Critical Incident Investigation is currently being conducted into the circumstances of the incident.”

The homicide squad will be involved in the investigation, Police Minister Yasmin Catley’s office said.

“We understand and share community feelings and our foremost thoughts are with Mrs Nowland and her family,” a spokesman said in a statement.

“The investigation will be subject to independent review and NSW Police will take whatever action is appropriate.”

The commander of the southern region, Assistant Commissioner Peter Cotter, is due to hold a press conference on Friday.

NSW Council for Civil Liberties president Josh Pallas said police shouldn’t be using Tasers on vulnerable people experiencing dementia or a mental health crisis.

“Surely, there must be more appropriate ways to deal with non-compliant people who are suffering,” he said.

According to police guidelines, an officer can use a stun gun when violent resistance is occurring or is imminent or when an officer is in danger of being overpowered.

The Snowy Monaro Regional Council, which runs Yallambee Lodge, said staff had followed procedure.

“Council are supporting our staff, residents, and families during this difficult time,” the council said in a statement.

Yallambee Lodge is a 40-bed facility designed for people who can no longer look after themselves in their own homes, according to the council’s website.

Mrs Nowland’s family, who have asked for privacy, are believed to be at her bedside.

Mrs Nowland made headlines in 2008 after skydiving for her 80th birthday and the footage was aired on the ABC.