9-1-1 Emergency Calls - What You Need To Know

The London Police Service communications centre provides city-wide access to 9-1-1 emergency call taking. 9-1-1 calling is available from landlines and payphones in the city, and from cellphones and wireless devices if they are in range of a cell tower. 

If you have an emergency, dial 9-1-1. If you want to report a non-emergency matter, please contact our non-emergency line at 519-661-5670.

Calling from a Voice Over Internet Protocol (VOIP) Phone

Many times, VOIP calls to 9-1-1 do not go directly to the London Police Service 9-1-1 Communications Centre. When you dial 9-1-1 from a VOIP phone, the call often goes through a third-party answering point. An operator at this point will then redirect your call to the appropriate 9-1-1 Public Safety Answering Point (PSAP).

It is crucial to keep your VOIP location information up-to-date. Since VOIP phone services may not include Automatic Location Information (ALI), they do not provide 9-1-1 call takers with the live location of your emergency. Therefore, be prepared to describe your location so call takers can efficiently dispatch the help you need.

In the event of a power, network or Internet outage (including congestion) or if services are disconnected, you may not be able to reach 9-1-1 services.

9-1-1 Safety Tips

Be prepared. Draw a simple diagram showing the most direct route to your home or office. Keep it close to your phone with a list of important phone numbers.

Staying calm in an emergency is difficult, but there is other information you may be able to provide a 9-1-1 call taker. You may be asked the following questions by a 9-1-1 operator, depending on the situation:

Police Emergencies

• Are you in danger, or is someone's life in danger?
• If a crime was committed, can you provide a description of the offender?
• Are there any weapons involved?

Medical Emergencies

• Is the person conscious? Breathing? What else can you tell us about the person's condition?
• Is the person able to tell you anything about the problem they are experiencing?
• Are you able to provide emergency first aid? Is it safe to do so?

Fire Emergencies

• Are you in danger?
• Is anyone trapped or injured?
• Are smoke and flames visible?
• What type of fire are you reporting?

Rescue Situations

• How many people are trapped, injured or in need of rescue?
• If the situation involves vehicles, what type of vehicles are involved and how many?
• Are there any other hazards present?
• Is there a risk of fire?

Dangerous Goods Situations

• Is fuel or other dangerous cargo leaking?
• Is there a sign with an identification number or symbol on the side, front or back of the vehicle or vehicles? If so, can you identify what the symbol is?

Prank Calls to 9-1-1

• Prank calls are traceable and will be investigated. They are a serious abuse of the emergency 9-1-1 system and a criminal offence.
• All incoming calls are recorded. The use of profanity or abuse of the telephone system may result in restrictions on phone service, or charges under the Criminal Code.
• If emergency vehicles are dispatched for no reason, the prank caller may be liable for the costs involved.

What to Do If You Have Accidentally Called 9-1-1

• Stay on the line. Don't ever hang up.
• Be prepared to answer questions. If our call takers have any concern for your safety or feel there are suspicious circumstances, they will send police to check on you.