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Communications Services
Explore E9-1-1

Know when to call 9-1-1

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

An emergency is any situation that requires immediate assistance from the police, the fire department or an ambulance.

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) and ask for "Communications".

Not sure what help you need?

When the 9-1-1 operator answers the phone, the 9-1-1 operator 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 9-1-1 operator and let them determine for you.

Always answer all the 9-1-1 operator's questions!

The 9-1-1 operator has important questions that need to be answered! In a stressful situation, you may not understand why you are being asked these questions. Just remember, the 9-1-1 operator's primary goal is to keep you safe. The 9-1-1 operator will ask you questions to ensure you are 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... always follow the 9-1-1 operator's directions!

Help is on the way!

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 involve relating 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. While the 9-1-1 operator is talking to you on the phone, Police officers and other emergency responders will be on the way to your location. When you call 9-1-1, you are our eyes and ears. 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.

Stay calm. Stay safe.
Stay on the phone with the 9-1-1 operator.