What is NG9-1-1 and is it different than 9-1-1?
Next-Generation 9-1-1 (NG9-1-1) uses Internet Protocol (IP)-based networks to replace Canada’s current analog 9-1-1 system. These networks can only be used by emergency services for 9-1-1.
NG9-1-1 upgrades and updates the way that emergency services are managed and sets the foundation for new features like real-time text (RTT9-1-1).
When is this happening?
Updates to support NG9-1-1 are currently in progress but won’t affect how you call for help now. If you need emergency help, you will still be able to dial 9-1-1 as you do today.
The NG9-1-1 system upgrades are expected to be implemented across Canada by March 2027, with new features available afterwards.
Why is this change necessary?
Canada’s 9-1-1 system has been around for about 30 years, and technology has changed over this time.
Most of the 9-1-1 system was built around the use of home phones. Today, the majority of calls made to 9-1-1 are made using cell phones.
9-1-1 call centres need to upgrade their technology to modernize Canada’s 9-1-1 system so that it remains reliable and able to meet the needs of all Canadians, handling all calls with no difference to the user.
What are the benefits of NG9-1-1
Canadians calling 9-1-1 using voice aren’t likely to notice any change to how it works because the updates are happening behind the scenes.
However, 9-1-1 call centres (called Public Safety Answering Points (PSAPs)) will see some very important changes with NG9-1-1:
- The IP-based network will make the network stronger and more flexible. This means that more features and services can be added over time. In the near-future, Canadians will be able to contact 9-1-1 in more ways. For example, cell phone users will be able to use voice calls or Real-Time Text 9-1-1
- Call takers will be able to transfer calls and share information with police, fire, ambulance services, and nearby regions, more easily.
Important tips for using 9-1-1 services:
Call 9-1-1 if there is an immediate risk to life, health, or property (for example: medical emergency, fire, or crime in progress).
Answer all the questions that the call taker asks you about where you are and the kind of emergency it is.
If you accidentally call 9-1-1, don’t hang up. Stay on the line and tell the call taker it was a mistake. Hanging up can slow things down because they may need to call you back to make sure you’re safe.
If you get a busy signal, hang up your call and try again.
If you are put on hold, do not hang up. Your call will be answered by the first available call taker. Hanging up and calling back will take longer.
Do not call for non-emergency issues such as power outages, road closures, or general information. Use local non-emergency numbers or 3-1-1 where available.
NG9-1-1 FAQs
The list of Frequently Asked Questions will increase over time as NG9-1-1 is implemented. Please check back for updates.
Q1: Will I notice a difference if I voice call 9-1-1?
A1: If your 9-1-1 Centre has transitioned to NG9-1-1, you aren’t likely to notice a difference in how you place a voice call to 9-1-1. The changes to support NG9-1-1 are in the background.
Q2: Is NG9-1-1 available now?
A2: 9-1-1 call centres are transitioning to NG9-1-1 technology now. All 9-1-1 call centres must be fully transitioned by March 31, 2027.
Q3: Will I need a new phone if I call 9-1-1?
A3: If you are using a landline you will continue to dial 9-1-1 the same way you always have.
If you are using a cell phone, you will continue to dial 9-1-1 in the same way, but if you want to use other features in the future (like RTT9-1-1 once it is implemented) you may need to update your phone’s software or device to support it. Your cell phone provider will have information on their websites about RTT9-1-1 compatible phones when it is available.
Q4: Does NG9-1-1 function the same everywhere in Canada?
A4: The technology standard for NG9-1-1 will be the same across Canada. How NG9-1-1 works will be the same where it is available.
Q5: What if I travel across the country?
A5: 9-1-1 isn’t available in the same way across all of Canada, so it is important to know how to access emergency services in the area you are travelling to. How you call 9-1-1 will not change, you will use the service the same way as today.