9-1-1 is only to be used in emergency situations

An emergency is any situation that requires immediate assistance from a police officer, a firefighter or a paramedic. Sometimes all three will respond, such as in the event of a serious traffic collision where people are trapped or injured. If you are ever in doubt of whether a situation is an emergency, you should call 9-1-1.

It's better to be safe and let the 9-1-1 calltaker determine if you need emergency assistance.

If you know your situation is not an emergency, then call our non-emergency phone line 416-808-2222.

Not sure what help you need?

When the 9-1-1 operator answers the phone, they will ask if you want the police, fire or ambulance. Tell the 9-1-1 operator up front, which one you want. If you don't know what help you need, tell the operator so they can determine that for you. Always answer all the 9-1-1 operator's questions. They have important questions that need to be answered. In a stressful situation, you may not understand why you are being asked these questions. Just remember, their primary goal is to keep you safe and out of harm's way. If the 9-1-1 operator tells you to go outside, go to another room, unlock the door... please do so and always follow their directions.

We are here to help

After the 9-1-1 operator has been assured of your safety, you will be asked questions about the person(s) involved in the situation. Some of these questions will be about what you saw and what you heard. Don't get frustrated. The person you are talking to is not the person who is coming to see you. When you call 9-1-1, Police and other emergency responders have been notified of your call and will be on the way as soon as possible. Speaking with a call taker does not delay a response. We rely heavily on what you can relate to us. Don't be scared or frustrated. Let the 9-1-1 operator guide you with their questions.

Multiple languages

9-1-1 is offered in 180 languages. Callers should state what language they wish to speak at the beginning of the call and the Communications Operator will place the call on a momentary hold while connecting to an interpreter. Callers should remain on the line while it is connected.

Text With 9-1-1

This service is not available to everyone. It is only available for the Deaf, Deafened, Hard of Hearing and Speech Impaired (DHHSI). Learn more about Text With 9-1-1.

How to prevent accidental 9-1-1 calls

  • Review the settings on your mobile phone to choose your emergency alert and to lock it appropriately, based on your needs. (Note: review these periodically as your device settings may reset after a manufacturer's update). To update your emergency settings:
    • On iOS: click on "Settings", then select "Emergency SOS".
    • On Android: click on "Settings", then select "Safety and Emergency".
  • Store your phone properly so it is not bouncing around in your purse, or in your pocket to be sat on. If the side button is pressed five (5) times, it could initiate a 9-1-1 call.
  • Do not let children play with active or old phones. Even if your old phone is unregistered with no SIM card or cellphone plan, it can still call 9-1-1.
  • Do not program 9-1-1 into your phone.
  • Do not call 9-1-1 to see if it's working.

What to do if you call 9-1-1 by mistake

  • Stay on the line. When you call 911, the call is tracked in the queue, even if you hang up. Please stay on the line to inform the operator that you are safe. This is particularly important if there is an emergency, as your first calls stays in the queue and your second call will be further back in the queue.
  • If you do hang up, an operator will text or call you to make sure you are safe. Please answer the call, and note that your phone may identify the call as spam because the phone number is blocked.

Make the Right Call