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