Emergency Services and 911 Guide for Newcomers in Canada

When to Call 911

In Canada, 911 is the universal emergency telephone number for police, fire, and ambulance services. When you call 911, a dispatcher will answer and ask whether you need police, fire, or ambulance. You should call 911 whenever there is an immediate threat to life, safety, or property. This includes medical emergencies such as heart attacks, strokes, severe allergic reactions (anaphylaxis), serious injuries from accidents, difficulty breathing, loss of consciousness, seizures, or severe bleeding that you cannot stop.

You should also call 911 if you witness a crime in progress, a fire, a motor vehicle accident with injuries, or any situation where someone's life is in immediate danger. When you call 911, stay on the line and follow the dispatcher's instructions. The dispatcher will ask for your location, the nature of the emergency, and other details to send the appropriate help. If you do not speak English or French, 911 services have access to translation services in many languages. Simply state the language you speak, and the dispatcher will connect an interpreter.

What Happens When You Call 911

When you dial 911 from a landline phone, the system automatically identifies your location. When calling from a mobile phone, the system uses GPS and cell tower data, but the location may be less precise. This is why the dispatcher will always ask you to confirm your location. Provide the street address, city, and any landmarks or building details that can help responders find you quickly.

The Dispatcher's Questions

The 911 dispatcher is trained to ask specific questions to determine the type and severity of the emergency. Common questions include: What is the emergency? What is your exact location? Is anyone injured? Is the person conscious and breathing? Are there any weapons involved? How many people are involved? Answer as calmly and clearly as you can. The dispatcher may also give you instructions, such as how to perform CPR or how to stop bleeding, while emergency responders are on their way. Do not hang up until the dispatcher tells you it is safe to do so.

Emergency Rooms vs. Urgent Care Centres

Understanding the difference between an emergency room (ER) and an urgent care centre can save you hours of waiting and help you get the right level of care. Emergency rooms are hospital-based departments that are open 24 hours a day, 7 days a week. They are equipped to handle the most serious medical conditions, including trauma, heart attacks, strokes, and life-threatening infections. ER care is covered by provincial health insurance.

How Emergency Room Triage Works

When you arrive at an emergency room, you are assessed by a triage nurse who assigns a priority level based on the Canadian Triage and Acuity Scale (CTAS). Patients with the most serious conditions are seen first, regardless of when they arrived. This means that if your condition is not immediately life-threatening, you may wait several hours to be seen. Wait times of 4 to 8 hours are common for lower-acuity conditions. Bringing a book, your phone charger, and snacks is practical advice for ER visits.

When to Use Urgent Care Instead

Urgent care centres (UCCs) are designed for conditions that need prompt attention but are not life-threatening. These include sprains and strains, minor fractures, cuts requiring stitches, high fevers, ear infections, urinary tract infections, and mild asthma attacks. UCCs typically have much shorter wait times than emergency rooms, often under two hours. In British Columbia, Urgent and Primary Care Centres (UPCCs) are available in many communities and provide same-day or next-day care. Check your local health authority's website for UPCC locations and hours.

Ambulance Services and Costs

Ambulance services in Canada are operated by provincial or municipal governments. When you call 911 for a medical emergency, an ambulance with paramedics will be dispatched to your location. Paramedics provide emergency medical care on-site and during transport to the hospital. While the 911 call itself is free, ambulance transportation may not be fully covered by your provincial health insurance.

Ambulance Costs by Province

The cost of an ambulance ride varies significantly by province. In British Columbia, BC residents with MSP pay a flat fee of $80 for a medically necessary ambulance trip, while non-residents may be charged over $800. In Ontario, the patient co-payment is $45 for a medically necessary ambulance trip if deemed necessary by a physician, or $240 if the trip is not deemed medically necessary. In Alberta, ambulance fees range from approximately $250 to $400 depending on the municipality. In Quebec, the fee is approximately $125 plus mileage charges for residents. Check with your provincial health authority for the exact fees in your area.

Poison Control

If someone has swallowed, inhaled, or been exposed to a potentially poisonous substance, call your provincial Poison Control Centre immediately. Poison Control centres are staffed by nurses and pharmacists who specialize in toxicology and can advise you on what to do. The national Poison Control number is 1-844-POISON-X (1-844-764-7669). In British Columbia, you can also reach Poison Control through 8-1-1 (HealthLink BC) or directly at 604-682-5050 (Metro Vancouver) or 1-800-567-8911 (rest of BC).

When calling Poison Control, have the following information ready: the substance involved (bring the container or label if possible), the amount consumed or the level of exposure, the person's age and weight, the time the exposure occurred, and any symptoms the person is experiencing. Poison Control can often manage the situation over the phone without requiring a trip to the emergency room. However, if the person is unconscious, having seizures, or having difficulty breathing, call 911 first.

Non-Emergency Lines: 3-1-1 and Local Numbers

For non-emergency situations, most Canadian cities have a 3-1-1 line that connects you to municipal services. You can call 3-1-1 to report non-urgent issues like noise complaints, bylaw violations, damaged roads, graffiti, animal control concerns, and general city service inquiries. For non-emergency police matters, such as reporting a theft that has already occurred, a missing person who is not in immediate danger, or requesting a police report for insurance purposes, call your local police department's non-emergency number.

Key Non-Emergency Numbers

In addition to 3-1-1, there are several important non-emergency numbers to know. Dial 8-1-1 in BC, Ontario, Alberta, and several other provinces to reach a health information line staffed by registered nurses. Dial 2-1-1 to be connected with community and social services including food banks, housing help, mental health support, and newcomer settlement services. Translation services are available on all of these lines. Save these numbers in your phone so you have them when you need them.

Resources and Next Steps

Knowing how and when to access emergency services can save lives. Take a few minutes to save these numbers in your phone and discuss them with your family. Here are the key numbers and resources:

• 911: Police, fire, ambulance (life-threatening emergencies only)
• 9-8-8: Mental health crisis and suicide prevention (24/7)
• 8-1-1: Health information and nurse advice line (24/7 in most provinces)
• 2-1-1: Community and social service referrals
• 3-1-1: Municipal non-emergency services
• 1-844-764-7669: National Poison Control
• Public Health Agency of Canada: canada.ca/public-health

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