9-1-1 is an emergency telephone number makes it easier for residents to obtain urgent police, fire and ambulance assistance. The three digit number is brief, easy to remember and is used throughout most of North America.
Texting with 9-1-1 is a service available to registered users. Learn more on the Texting with 9-1-1 page.
VoIP Calling and 9-1-1
VoIP (Voice over Internet Protocol) is increasing in popularity among Canadians as an alternate telephone service in homes and businesses. If you are contemplating a switch to VoIP service, or have already done so, it is important to understand that 9-1-1 calls using VoIP may be managed differently, depending on your provider and type of VoIP service offered.
Benefits of VoIP service include low-priced or free calling and number portability (subscribers can use the same telephone number for multiple devices or retain their number when they move). Some drawbacks however include a lack of common phone services such as a phone directory listings, 4-1-1 service and in some cases, 9-1-1 service.
It is important that you do not call 9-1-1 to test your phone or ask about VoIP services. Call your VoIP service provider!
Types of VoIP
Fixed |
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A Fixed VoIP service is normally provided over a private communication network such as a local cable service. An important feature of Fixed VoIP telephone numbers is that they are associated with a fixed address. When a 9-1-1 operator receives an emergency call at their workstation, they see both the caller's phone number and street address on their computer screen. This additional information assists in an emergency when the caller cannot speak because the operator can see the address where the call is originating from. This level of 9-1-1 service is referred to as Enhanced 9-1-1 or sometimes E9-1-1. |
Non-Fixed |
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Non-Fixed VoIP services on the other hand, are delivered via an Internet connection, so telephone numbers do not need to be associated with a physical address. Therefore, when a 9-1-1 call is made using Non-Fixed VoIP (sometimes referred to as Nomadic VoIP), the 9-1-1 operator will see a telephone number, but often not an address. This is known as Basic 9-1-1 service. If for some reason a caller cannot speak and tell the 9-1-1 operator the location of the emergency, there could be a delay receiving help. Subscribers with a Non-fixed VoIP service may be able to assign an address to their VoIP telephone number, but if they move, they must remember to update this critical information or emergency responders may be dispatched to the wrong location. Common Internet-based VoIP providers in Canada include Yak, Vonage, VOIPo and Skype. |
Limitations
Although VoIP services are generally very reliable, the Canadian Radio and Television Commission (CRTC) requires that Non-fixed VoIP service providers inform customers that VoIP 9-1-1 service is different from traditional 9-1-1 service. When signing-up for non-fixed VoIP service, customers must formally acknowledge and accept potential limitations regarding 9-1-1 calls. Read your service contract carefully so that you are familiar with this information.
It is also important to understand that during a power or an Internet outage, VoIP services, including 9-1-1, will be unavailable (some Internet modems contain a battery back-up to provide for short-term telephone use, but you should confirm this with your cable service provider). VoIP users need to consider how they will make emergency calls under such circumstances. Although traditional telephone service is becoming less common, those telephones will work in a power outage (except cordless phones which require electricity). Cellular phones also use a different network, so they may function for a time during a power outage, when VoIP services may not.
Enhanced 9-1-1
For landline telephones, Enhanced 9-1-1 provides information on the 9-1-1 call-taker's screen such as the telephone number, the municipal address of the building where the phone is connected and the name of the occupant. This information is transferred along with the telephone call. If the emergency is not taking place at the caller's location, the caller must be able to explain where the emergency response is required.
9-1-1 calls can be made from cellular phones, but since cellular phones are mobile, there isn't necessarily an address associated with those phones. Check with your service provider, but your phone may be located by its GPS feature and a general location provided to the 9-1-1 call centre. Cell phone callers must however be prepared to provide their location when calling 9-1-1 (i.e. street address or nearest street intersection or prominent building or landscape feature).
Calling 9-1-1 from a payphone is free but you should be prepared to provide any information requested by the 9-1-1 call taker.
Using 9-1-1
When to Use 9-1-1 |
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9-1-1 should be used to request emergency assistance or to provide crucial information to emergency response personnel. Use 9-1-1 to report a crime in progress (exercise extreme caution), to report a fire or to call for medical assistance (whenever a prompt response is required to a critical situation). Police, fire or ambulance (or any or all of these services) will be dispatched based on the information provided to the 9-1-1 call taker. |
When Should 9-1-1 Not Be Used? |
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9-1-1 should not be used to obtain information (i.e. weather or traffic information, etc.) or to report something that occurred in the past (i.e. a break-in that occurred yesterday or a dinged car in a parking lot). Never call 9-1-1 to “test” the system. One of your best sources of information during an emergency within Lambton County may be one of the three Sarnia-Lambton radio stations – 1070 AM/103.9 FM, 99.9 FM, and 106.3 FM. Tune to one station and remain tuned to it unless advised otherwise. Residents with specific information needs might be directed to call 2-1-1. |
How to Use 9-1-1 in an Emergency |
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Simply dial 9-1-1 and your call will be answered by a 9-1-1 call taker. Try to be calm and speak slowly and clearly. Listen carefully to the questions being asked and answer them completely. 9-1-1 call-takers and police, fire and ambulance dispatchers are trained to obtain the information necessary to respond to your emergency call. If you call 9-1-1 by mistake, stay on the line to explain to the call taker that everything is alright. If you do not remain on the line, the call taker may return a call to your number or dispatch a police vehicle to investigate. To avoid dialling 9-1-1 by mistake, it is recommended that the number not be entered into a programmable telephone. All 9-1-1 calls are recorded. |
What happens if 9-1-1 is called? |
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The 9-1-1 call taker will ask if you require police, fire or ambulance. Based on your answer, your call will be transferred to the emergency dispatch agency requested. You must be prepared to state the nature of the emergency and answer all questions asked of you. Answering questions does not delay the emergency response. If at all possible, do not hang up the telephone until you are advised to do so by the 9-1-1 call taker. The County of Lambton contracts 9-1-1 call taking services from the Ontario Provincial Police for the entire County except the City of Sarnia & the Village of Point Edward. An O.P.P. call taker in North Bay, Ontario answers 9-1-1 calls made within Lambton (except the two aforementioned municipalities) and immediately transfers the calls to the appropriate local emergency communications centre. 9-1-1 calls originating in Sarnia and Point Edward are answered by Sarnia Police Services 9-1-1 call takers. |
Non-Emergency Calls
Police, fire and ambulance departments all have administrative telephone numbers to receive non-emergency calls.
The simplest way to determine if your call is an emergency is to ask yourself, “Am I, or someone else in a potentially life-safety or life-threatening situation that requires a response by an emergency service(s) to provide assistance?”
If you are in doubt, call 9-1-1, but if the answer is absolutely “No”, then please call the appropriate administrative telephone number below:
Police
Ontario Provincial Police (for areas outside of the City of Sarnia): 1-888-310-1122
Sarnia Police Services (for areas within the City of Sarnia only): 519-344-8861
Fire
Refer to online listings or your area telephone book for your local fire department's administration number.
Ambulance
Emergency Medical Services Department (all of Lambton County): 519-882-2442
For Your Information: During a major incident where a large number of land ambulances are needed to transport patients, or be on stand-by at an emergency scene, other ambulances from across Lambton County (and neighbouring municipalities and counties, if necessary) are re-positioned to ensure full coverage for “routine” ambulance calls from the public. This is called “Balanced Emergency Coverage” and it insures that residents in the region have immediate access to emergency medical assistance when they call 9-1-1.
Other Services
Keep a list of other non-emergency telephone numbers such as your telephone service provider, electricity provider, public utility etc.
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