When to call 9-1-1

News Release: City of Toronto becomes first municipality in the Greater Toronto Area to fully implement Next Generation 9-1-1 across all emergency services

Description of Service / Summary:

This page explains when and how to contact 9-1-1, what to expect during the call, and how different phone types and language needs are handled. It also provides guidance for special services like Text with 9-1-1, tips to help emergency responders, and important limitations such as VoIP location issues. In addition, it outlines when to use non-emergency police numbers instead of 9-1-1.

Dial 9-1-1 for any emergency where people or property are at risk. Examples include:

Fire
Crime in progress
Urgent medical situations

Seconds count in an emergency! Calling 9-1-1 connects you to trained professionals who will dispatch police, fire, or ambulance services as needed.

How 9-1-1 Works

Calls ae answered by Toronto Police Services.
You will be asked: “Police, Fire, or Ambulance?”
If you request an ambulance, your call is transferred to Toronto Paramedic Services, where an Emergency Medical Dispatcher will assist you.

How to Dial 9-1-1

From a home: Dial 9-1-1 directly.
From a business: You may need to dial an outside line first before dialing 9-1-1.
From a payphone: Dial 9-1-1 (free of charge).
From a cell phone: Check with our service provider as every phone may have a different way to call. Note: call are free but you must provide your exact location.
Note: Landlines phones provide better location accuracy but it is always a good idea to let operators know your address..

Important Reminders and Tips When Contacting 9-1-1:

Stay on the line until the call taker tells you to disconnect.
Be ready to answer simple questions about the emergency.
For TTY (Telephone Device for the Deaf), press the spacebar repeatedly until you receive a response.
Remain calm and speak clearly.
Identify which service you need: Police, Fire, or Ambulance.
Provide:
- A description of the emergency
- Exact location and nearest major intersection
- Your name, address, and phone number
Do not hang up until instructed.

Tip: Make sure your house number is visible from the street to help emergency responders find you quickly.

If You Need Assistance in a Language Other Than English:

Say the name of your language and stay on the line.
The call taker will connect you to translation services.
If language cannot be determined, emergency services will be dispatched to the phone’s registered address.

Text with 9-1-1 (T9-1-1)

For deaf, deafened, hard of hearing, or speech-impaired persons:

Toronto Police Services offers T9-1-1 for registered users.
Registration is required before using the service.
Learn more and register at the official Text with 9-1-1 website.

VoIP Limitations

Voice over Internet Protocol (VoIP) services may not support Enhanced 9-1-1, which automatically provides your location.

VoIP calls may route to a general center before reaching local emergency services.
Always confirm your location when calling from VoIP.

Non-Emergency Police Services

New: As of March 10, 2026, Toronto Police Services launched a new Hyper A.I. Interactive Voice Response (IVR) system for the Non‑Emergency line.

Call 416-808-2222 (available 24/7) or file a report online at tps.ca/report for:

Parking complaints
Driving & vehicle complaints
Theft under $5,000 (including from vehicles)
Property damage under $5,000
Graffiti, vandalism, or hate-motivated graffiti
For more information on what types of issues can be reported by phone or online, please visit the Toronto Police Services website.

**New Non-Emergency Number for Wireless Devices: TPS (877)

Toronto Police now offers *TPS (*877) for wireless devices. On your wireless device dial, *TPS or *877.
Works on Rogers, Bell, TELUS, Freedom Mobile, and subsidiaries.
Not available from landlines.

Compliments or Complaints

Police Dispatch: Contact Toronto Police non-emergency line or submit online.
Fire Dispatch: Call Toronto Fire Services general inquiry number.
Paramedic Services: Contact the Professional Standards Unit or complete the online compliment/complaint form.

Make the Right Call

Knowing who to call is key to getting the help you need. Whether it's 311, 211, 911, the non-emergency line, or filing a police report online, choosing the right option ensures you get the right help at the right time.

Scenarios	Who to Call	Type of Call	Services Provided
You are riding on the TTC and witness someone having difficulty breathing and showing signs of distress	911	Medical Emergency	Police/Ambulance/Paramedics dispatched right away
Your friend and neighbor in the same building confides to you that they are about to be evicted with no place to go	311	City Service/Program	Contact 311 for resources to help tenants know their rights when faced with eviction. Also, to find out about housing option or finding temporary shelter.
You notice a large pothole on major City street that is causing cars to dangerously swerve and can lead to an accident	311	City Service/Program	Contact 311 or submit an online service request to have City crews make the area safe and repair pothole.
You have been feeling overwhelmed and hopeless for weeks and you notice it is affecting your sleep, appetite and ability to focus.	211	Mental health support	Contact 211 to be connected to mental health resources in the community. Connect with new TCCS service.
You find your parked car with smashed windows and some items missing from inside the car	Call non-emergency police line or file a report online at tps.ca/report	Theft/damage of vehicle under $5000	Document the incident in a police report online to possibly use it for insurance purposes for more convenience and without tying up the non-emergency police line.

For more information on this partnership program, please visit City website.