Faster, Smarter 9-1-1 Across Ontario

Summary#

• This bill would create the 9-1-1 Everywhere in Ontario Act, 2025. Its goal is to make sure anyone in Ontario who dials 9-1-1 gets fast, coordinated help, and that call centres and emergency services can share information smoothly.

• It also adds a new Assistant Ombudsman to oversee 9-1-1 operations, support investigations, and educate the public about proper 9-1-1 use.

• Key changes:

  • Ensure every 9-1-1 call in Ontario connects to a call centre or the local police service.
  • Upgrade systems so 9-1-1 call centres and police, fire, and ambulance can use the same or compatible computer dispatch systems by December 2026, with features like quick info-sharing and improved caller location tools; call centres must be on a compatible system by January 1, 2027.
  • Allow call takers to get updated location information from cellular providers and send real-time data to responders’ mobile devices.
  • Set up a shared radio channel for police, fire, ambulance, and the Ministry of Health during multi-agency responses.
  • Identify water rescue resources (boats, launch points, trained staff) in all municipalities and share this with 9-1-1 staff.
  • Require call centre operators to meet staffing, training, supervision, and mental health support standards, and adopt policies on non-verbal communication options, direct contact with callers when appropriate, medical “tiered response,” accountability for delays, supervisor consultation, radio protocols, and mandatory internal reviews after certain serious cases.
  • Create an Assistant Ombudsman for 9-1-1 to help with investigations, share certain information with close relatives in death cases, run public awareness campaigns, study ways to cut accidental or improper 9-1-1 use, and publish an annual report.

What it means for you#

• Residents and 9-1-1 callers

  • You should be able to reach 9-1-1 from anywhere in Ontario and be routed to help quickly.
  • Call takers will have better tools to find your location from a cell phone.
  • If you cannot speak, call centres must have a policy to let you communicate in other ways (for example, alternatives to voice), and staff will be trained on it.

• Families after a death linked to a 9-1-1 call

  • A new Assistant Ombudsman can share investigation information with close relatives in cases involving a death.
  • 9-1-1 agencies must conduct internal reviews in certain serious cases and consult the staff involved.

• First responders (police, firefighters, paramedics)

  • You would get real-time dispatch data on mobile devices and be able to speak directly with other responders and dispatchers.
  • A shared radio channel will support communication during multi-agency incidents.
  • Clearer policies on when to contact callers directly and on radio priorities could speed decisions and improve safety.

• 9-1-1 call takers, dispatchers, and supervisors

  • Minimum training and any required certification will be standardized.
  • Supervisors should be focused on supervising, not pulled away to take calls or dispatch.
  • Employers must provide supports, including mental health and post‑traumatic stress supports.

• Municipalities and 9-1-1 call centres

  • You will need to use compatible computer-aided dispatch systems by set deadlines and keep them staffed and trained to the new standards.
  • You must map water rescue resources and share them with 9-1-1 staff.
  • You must create and train staff on policies covering communication options, tiered medical response, accountability for delays, and internal reviews.

Expenses#

• No publicly available information.
• Likely cost drivers:
  • Upgrading or replacing computer-aided dispatch systems and linking them across services.
  • Building and maintaining a shared radio channel and expanding mobile data for responders.
  • Training, certifications, and added staffing to meet supervision standards.
  • Mental health supports for 9-1-1 staff.
  • Mapping and maintaining water rescue resource information.
  • New duties for the Ombudsman’s office (Assistant Ombudsman role, public awareness campaign, annual reporting).
• Smaller or rural call centres may face higher per-person costs to meet technology and staffing requirements.

Proponents' View#

• Will speed up response by letting police, fire, and ambulance share information in real time and coordinate on a common radio channel.
• Better caller location tools and clear radio procedures can reduce confusion and save lives.
• Standard training, proper staffing, and mental health supports can cut errors and burnout for 9-1-1 workers.
• Water rescue planning across all municipalities ensures responders know what boats, launch sites, and people are available.
• The Assistant Ombudsman adds oversight, transparency for families after tragedies, and public education to reduce accidental or improper 9-1-1 calls.
• Province-wide standards mean consistent service quality no matter where you call from.

Opponents' View#

• Upgrading dispatch systems, radios, devices, and staffing could be expensive for cities and call centres, with no dedicated funding identified in the bill.
• Deadlines (late 2026 and January 2027) may be hard to meet, especially for smaller or rural services.
• Complex system integration could risk technical problems or dependence on certain vendors.
• Allowing more information to be shared with relatives in death investigations could raise privacy concerns.
• Sending more real-time data to mobile devices increases cybersecurity and data-protection risks that agencies must manage.
• Requiring supervisors to avoid call-taking and dispatching could strain staffing during busy periods if hiring lags.