Backgrounder
October 28, 2024
Initially launched in fall 2023, the City of Toronto and the Toronto Police Service are renewing the Make the Right Call campaign with a focus on common issues that take up critical moments for 911 call emergency operators and delay service dispatch.
Building public awareness on when to call 911 versus other services is critical, especially when 911 calls increased by nearly 3,000 last month compared to the monthly average – from more than 100,000 to more than 103,000. When residents know how to make the right call, 911 operators can focus on emergency situations, and callers are connected to the services that best meet their needs.
Issues that typically preoccupy emergency services include:
- Non-emergency complaints such as for excessive noise, parking violations or non-violent disputes.
- Callers who can’t identify their location correctly, or who have a disagreement with dispatchers.
- Callers who hang up and call back in the hopes of faster service, or who call for updates on active calls.
- Accidental dials which cause delays for emergencies and potentially result in life-threatening or life-altering situations.
Residents can follow these guidelines to understand how each service is different:
- 911 should only be used for police, fire or medical emergencies when immediate action is required, including but not limited to when someone’s health, safety or property is in jeopardy, or a crime is in progress.
- The Toronto Police non-emergency line at 416-808-2222 is for connecting with non-emergency police services, personnel and programs. For example, if someone is involved in a car accident with no injuries, dial the non-emergency line.
- 311 provides residents, businesses and visitors with easy access to non-emergency City services, programs and information. Non-emergency services include noise complaints, garbage pickup, tree maintenance and more.
- 211 provides referrals to community and social services, including Toronto’s new citywide Toronto Community Crisis Service, as well as connections to free mental health wellness checks and mental health supports.
More information on how to use emergency and non-emergency services can be found on the City’s Make the Right Call webpage and the Toronto Police website.
