Next Generation 9-1-1

The new system will not be used to respond to open line abandoned calls, where the call reaches a call taker before disconnecting. For those abandoned call types, a call taker will continue to place two manual call backs as they do today, based on standard operating procedures.

The system will launch during the first phase of the transition and is expected to be operational for 9-1-1 callers from October 6, 2026 and onwards.

No further action will be taken, which is aligned with the current call back practice when a caller doesn’t pick up or voicemail is reached. The new system will follow the same procedure for both cell phone and landline calls. For open line abandoned calls with no response, call takers will continue to follow current policies based on the relevant police of jurisdiction.

The automated system will ensure all quick hang ups prior to call taker pick-up receive an automated call back, unlike today. Currently, some very quick hang ups do not receive a call back, as their call information never comes through to a 9-1-1 dispatcher. While no system can eliminate risk entirely, automated call backs for quick hang ups will also allow call takers to focus on active emergencies. Similar automated callback systems for quick hang up calls are already in use in other jurisdictions across the country, including Peel Region and Toronto, with the technology operating successfully in Canadian communities.

Voice and sound recognition are not expected to be initial features of the system; however, these functions will be sought for future iterations of the software.

A call back from the automated system will display as a ten-digit number beginning with a 604-area code. If someone calls the number back, they will hear a message indicating they have contacted E-Comm and to call 9-1-1 if there is an emergency.

The system’s initial phase will incorporate English-language messaging only. Recognizing that some callers may experience language barriers when receiving an automated callback, E-Comm has a public education campaign underway for the new system so that callers who get this recording, despite having a language barrier, can press 1. If someone contacts 9-1-1 and requires service in a language other than English, call takers can access a 24-hour interpretation service for over 200 languages.

Accessibility services including Text with 9-1-1 and Teletype Writers (TTY) will continue to be available with the launch of Next Generation 9-1-1. For Text with 9-1-1, when a 9-1-1 call is made from a registered user, the call taker receives an alert and will initiate text communication. In the event a 9-1-1 call from a registered user was quickly hung up before connecting to the call taker, the system would place up to two automatic calls back. Through public education, E-Comm will inform all callers who receive a call back after accidentally dialing 9-1-1 to press one for emergency help, and three if the call was accidental.

Next Generation 9-1-1 (NG9-1-1) is a new IP-based or digital network that will replace the current aging analog system for 9-1-1 calls. The new technology is designed to support safer, faster, and more informed emergency responses.  

The transition to NG9-1-1 has been federally mandated across Canada by the Canadian Radio-television and Telecommunications Commission (CRTC). Canada’s current analog system was designed decades ago primarily for landlines, and the aging infrastructure needs replacing. The CRTC has set a deadline of March 31, 2027, for the national transition and British Columbia is on track to take place ahead of that time, by the end of 2026.

The transition to NG9-1-1 lays the foundation for safer, faster, more informed emergency response. The first phase, launching this fall, migrates voice 9-1-1 calls to the new network. In the future, NG9-1-1 will allow for capabilities such as real-time texting to 9-1-1, sharing of streaming video, as well as enhanced location details through GPS and geographic information systems or GIS to ensure help gets to where it’s needed as quickly as possible. These are future-state capabilities and are not part of the first transition phase in 2026. 

A timeline is not yet known for when real-time text to 9-1-1 will be available in B.C. and timing will be largely dependent on further direction by the CRTC on a national rollout. 

The transition to NG9-1-1 will happen behind the scenes and will largely be undetectable to callers who dial 9-1-1. Callers will reach a 9-1-1 call taker just as they do today who will ask if they need police, fire or ambulance, and for which location. The call will then be directed to the proper agency for call-taking and dispatch just like today. From a caller perspective, the transition to NG9-1-1 will be invisible. The only immediate public facing change will be how quick hang up 9-1-1 abandoned calls are handed. 

There will be no immediate changes to how people who are deaf, hard-of-hearing or speech impaired access 9-1-1. Text with 9-1-1 (T9-1-1) is a specialized texting service available that provides 9-1-1 call centres with the ability to converse via text messaging with a DHHSI person during an emergency. Registration is required for this service. To register visit: www.textwith911.ca. With future capabilities on the horizon with NG9-1-1, there will be more options for a DHHSI person to connect with emergency services. 

BC RCMP, in conjunction with E-Comm and other emergency partner agencies, has a thorough plan in place to mitigate potential disruptions to 9-1-1 service. Ensuring the continuity of emergency communications services throughout the migration to NG9-1-1 has been a top priority for the project team. 

With the introduction of NG-9-1-1, technology complexity will significantly change. Ensuring business continuity and technology resiliency is paramount. The NG-9-1-1 call handling system is designed with multiple layers of redundancy - spanning system, data centre, and remote site levels - to minimize the impact of technology failures and other service disruptions. 

E-Comm is responsible for transitioning other dispatch agencies, including the BC RCMP, to NG9-1-1 using a phased and gradual approach. BC RCMP is scheduled to transition to NG9-1-1 between October 26 to November 9, 2026. 

In March 2023, the Province provided E-Comm with $90 million towards the initial implementation of Next Generation 9-1-1. The one-time funding has helped to offset start-up costs, resulting in a significant savings for local governments and agency partners. An additional $60 million in provincial funding went to the Union of BC Municipalities (UBCM) for implementation associated with emergency communication centres, including for the police and fire agencies who do not contract with E-Comm for their dispatch services or who are not part of E-Comm’s NG9-1-1 program. It’s also important to note that implementation funding does not cover ongoing costs related to NG9-1-1 after 2026.