Upgrading 911 Security and Call Centre Rules

Summary#

• This bill updates New Brunswick’s Emergency 911 Act to modernize how 911 calls are handled and how emergency teams share information. It aims to improve reliability, security, and coordination across police, fire, ambulance, and related services.
• It defines “primary” and “secondary” 911 call centres and names two province‑wide secondary centres.
• It lets the Minister set technical and operating standards for 911 without passing new regulations each time.
• It requires emergency services to share information, including personal information, when needed to run 911, while banning any other use or disclosure.
• It adds security and continuity rules (like backup systems, incident alerts, and post‑incident reports).
• It requires an annual public report on how the 911 system is performing and creates penalties for misuse of information.

What it means for you#

• Residents and 911 callers

  • Calls should be routed and handled more smoothly, with clearer roles for call centres.
  • The system is intended to be more reliable, with rules for backups and faster reporting of outages or security incidents.
  • Your personal information can be shared between 911 call centres and emergency teams when needed to respond, but using or sharing it for other reasons is banned and punishable.

• 911 call takers and dispatchers

  • Clearer definitions of primary (first point of contact) and secondary (specialized) call centres.
  • Must follow new standards, policies, and technology requirements set by the Minister.
  • Must share call information with other centres and emergency teams when needed for 911 operations.
  • Must report disruptions and security incidents quickly and provide post‑incident reports.

• Police, fire, ambulance, and other emergency services (emergency service providers)

  • Required to share information, including personal information, when needed to operate the 911 system or to perform your 911‑related duties.
  • Must meet new technical and security standards (equipment, cybersecurity, redundancy, recovery testing).
  • Must monitor performance and report results to the Minister in the required format and timelines.
  • Misuse or unauthorized disclosure of 911 information is an offence with penalties.

• Local and provincial agencies

  • Two province‑wide secondary 911 centres are designated: the Medical Communications Management Centre (EM/ANB Inc.) and the Provincial Mobile Communications Centre (Department of Transportation and Infrastructure).
  • Agencies that run emergency services may need technology upgrades, new procedures, staff training, and added reporting to meet the new standards.

• Privacy

  • The law treats 911 as a shared (“integrated”) service so needed information can flow between teams.
  • Mandatory disclosure is allowed only when it directly relates to operating 911 or doing your 911 duties.
  • Any other use or disclosure is prohibited, with fines under provincial law.

Expenses#

• Estimated fiscal impact: No publicly available information.
• The bill allows the Minister to set technical, security, and reporting requirements. Meeting these could require spending by the province and by emergency service providers on technology, security, training, and administration.

Proponents' View#

• Modernizes 911 so calls are handled faster and more consistently across the province.
• Strengthens reliability and safety through clear security, backup, and incident‑reporting requirements.
• Clarifies information‑sharing so responders get what they need in real time to save lives.
• Provides public accountability through an annual performance report.
• Lets the Minister update standards quickly as technology and threats change, without waiting for formal regulations.
• Clearly defines primary and secondary call centres and designates province‑wide secondary centres to streamline dispatch.

Opponents' View#

• Mandatory sharing of personal information may raise privacy concerns, and the scope of “relates directly to the 911 service” could be seen as too broad.
• Allowing the Minister to set standards without using the normal regulations process may reduce public input and oversight.
• New technical, security, and reporting requirements could add costs and administrative burdens for local and provincial emergency services, with no funding detailed.
• Centralizing secondary call centres province‑wide may reduce local control or flexibility.
• Penalties for unauthorized disclosure could create risk for frontline staff if rules are unclear or training is insufficient.