Next Generation 9-1-1

The Niagara Regional Police Service is updating 9-1-1 technology in response to the Canadian Radio-television and Telecommunications Commission (CRTC) mandate to service providers to upgrade to Next Generation 9-1-1 (NG9-1-1). This transition will be a shared initiative between all levels of government, emergency service providers, and telecommunications companies, and is being funded through a grant from the Ontario government.

Emergency services throughout Niagara have been working toward implementing this upgrade for several years. The Niagara Regional Police Service (NRPS) is planning to transition to the new system on March 4, 2026. St. Catharines Fire Services and the Niagara Parks Police Service will transition simultaneously. This means three of six Public Safety Answering Points (PSAPs) in the Region will be operating on NG9-1-1.

Once implemented, the new system will modernize Niagara’s 9-1-1 call centres and enhance public safety by providing richer data and improving our ability to respond to calls from residents and visitors more quickly.  It will also put the NRPS in a position to add additional services as they become available in the future.

1.  What is NG9-1-1?

NG9-1-1 is a new digital, IP-based 9-1-1 emergency communications system that is designed to replace the traditional 911 system. The traditional 9-1-1 system was designed for landline phones and presents challenges with location accuracy for mobile phones, and accessibility concerns. 

This new system will provide the ability to receive richer data and interoperability between emergency services (fire, police, EMS), and enhanced reliability and cybersecurity. 

These improvements will allow first responders to receive better information, faster, which can result in an improved emergency response.

2.  Why is the Niagara Regional Police Service switching to NG9-1-1? 

The NRPS is switching to NG9-1-1 as a result of mandated legislation. The Canadian Radio-television and Telecommunications Commission (CRTC) is requiring all 9-1-1 systems to be upgraded nationally. The transition is mandatory and ensures compliance with the legislation. It is not optional.

3.  Will other dispatch services in Niagara be switching to NG9-1-1 as well?

Yes, all emergency dispatch services in Niagara will be switching to NG9-1-1. These include the Niagara Regional Police Services, St. Catharines Fire Services, Niagara Parks Police, OPP/Tillsonburg, Niagara Falls Fire Service, and Niagara Emergency Medical Services (EMS).

Niagara Regional Police Services, St. Catharines Fire Services, Niagara Parks Police will be changing over on March 4, 2026.

4.  Will I have to do anything different when I call 911 once NG9-1-1 is in place?

No. The public should not notice any changes in service delivery. The NRPS will eventually roll out enhanced services to better serve the community.

5.  What happens if I accidentally call 9-1-1?

 As with any call to 9-1-1, you should always remain on the line until your call is answered, even if it is by accident. If you hang up before speaking with a dispatcher, you will receive a call back.  If a response is not received from the device to indicate either of the above, the call will be re-presented to a 9-1-1 operator and emergency services will be dispatched to your location.

6.  What happens if my call is dropped or I hang up?

When the system detects a dropped call, it will send a call back to the device to advise the caller that an emergency call has been placed.  If a response is not received from the device to indicate either of the above, the call will be re-presented to a 9-1-1 operator.

7.  Will 9-1-1 calls be connected with emergency responders faster?

 Yes. NG9-1-1 helps 9-1-1 call takers and first responders connect more quickly by sharing better information, faster. The new system provides the ability to receive richer data, and helps improve coordination between police, fire, and EMS. 

8.  Can I text or send photos to 9-1-1?

NG9-1-1 has the capacity to eventually phase in support for text, photo, and video messages (once communication has been established). However, there is currently no immediate timeline for implementation of these services.

9.  Will NG9-1-1 support different languages?

There are no translation services available at this time.

10.  Are there other ways to contact emergency services, or should I always call 9-1-1?

9-1-1 should only be used in the event of an emergency.
For non-emergencies, call 905-688-4111.

An online report can be filed for non-emergency property crime (damage/theft), theft (under $10,000), lost property, theft from a vehicle, or damage/mischief to a vehicle. You can also add supplemental information to an existing report through the portal. 

For assistance with connecting to community, health, and social services, call 2-1-1.

For the deaf and hard of hearing community, text with 9-1-1 services are available. Learn more about how to sign up here.  TTY services will eventually be available through NG9-1-1.