Next Generation 9-1-1

Next Generation 9-1-1, commonly referred to as NG9-1-1, represents a multi-stage transformative technology upgrade to the traditional 9-1-1 system.

NG9-1-1 is implemented in phases – TPS successfully implemented Phase 1 on July 10, 2024 and Phase 2 will launch in 2025.

While the process for callers to connect with a 9-1-1 communications operator remains the same, the technology driving the upgraded system offers several enhancements:

• Communications Operators will have fast access to more accurate data that will help determine the caller’s location and phone number.

• Increased reliability and cybersecurity are key elements of the new system.

• There are more backup capabilities should a failure within the system occur.

• In the future, NG9-1-1 may support new features, such as Real-time Texting and live emergency video calls.

Visit the Canadian Radio-television and Telecommunications Commission (CRTC) website for more information about the NG9-1-1 project for Canadians.

What does NG9-1-1 mean for Torontonians?

You should not anticipate any changes to how you call 9-1-1 or how your 9-1-1 call is processed.

The Toronto Police Service aims to leverage the technology available with NG9-1-1 to reduce the number of calls to our 9-1-1 call centre through automatic call backs to wireless 9-1-1 hang up calls.

In 2024, approximately 27 per cent of 9-1-1 call volume is due to misdialed or pocket dialed calls. Previously, a Communications Operator manually calls each person back to ensure they are safe and do not require emergency assistance. Now, an automatic text back feature is in operation for all misdial calls into 9-1-1 from a wireless device when the call is disconnected before connecting with a call-taker. The new technology will recognize when a call is dropped, remove it from the 9-1-1 queue, and place a text to confirm if someone is having an emergency. All you need to do is reply to the text message.

A Toronto Police Communications Operator is with you every step of the way. From the moment a Communications Operator answers your call, they will process your call ensuring vital information is sent to dispatch immediately.

In the years to come, future enhancements to NG9-1-1 can allow TPS to communicate with the public the way they expect to be communicated with, such as with Real Time Texting.

General 9-1-1 Information
 

What happens when I call 9-1-1 accidentally?

• If you accidentally dial 9-1-1 from a wireless device, please disconnect immediately. You will automatically receive a text message prompting you to text back 1 if you have an emergency, or text back 9 if you do not. If you text back 1, a 9-1-1 call-taker will call you back. There is no need to dial 9-1-1 again as your call is already in the queue.
• Cell phones without SIM cards can still dial into 9-1-1. Do not give old phones to children as toys.
• 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" and then select "Emergency SOS.”
  • On Android: click on "Settings" and then select "Safety and Emergency."
     

I haven’t been connected to a 9-1-1 Communications Operator right away, should I stay on the line?

• If you call 9-1-1 for an emergency and are not connected to a Communications Operator right away, do not hang up and call again. When you call 9-1-1, the call is tracked in the queue. This is particularly important if there is an emergency, as your first call stays in the queue and your second call will be further back in the queue.

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.

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. Only call 9-1-1 for life and death emergencies.

Are there alternatives to 9-1-1 to get the help I need?

• It is important to make the right call at the right time for the service you need. Knowing when to call 3-1-1, 2-1-1, 9-1-1 or the non-emergency line or even when to file an online police report, will ensure you get the right help at the right time. Visit Make the Right Call – City of Toronto to learn more about alternative assistance numbers.
  • Call 416-808-2222 for non-emergencies
  • File an online report for non-emergency police matters
  • Contact 3-1-1 for city services and programs
  • Call 2-1-1 for mental health supports
  • Call 8-1-1 for minor medical issues, such as cough, cold and flu symptoms, or other non-urgent health care information, referrals or to get advice from a registered nurse