Home Emergency Programs, Prevention and Education Public Education When to Call 9-1-1

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Emergency Help

When Should You Call 9-1-1?

Call 9-1-1 when someone needs immediate help from police, firefighters or paramedics.

Call when there is an immediate danger.

Dial 9-1-1 when someone’s life, health, safety or property is in immediate danger, or when a serious crime is happening now.

Fire or Smoke

A building, vehicle or outdoor area is on fire, or you can see or smell smoke from an unknown source.

Medical Emergency

Someone is seriously injured, unconscious, having difficulty breathing or experiencing another urgent medical emergency.

Immediate Danger or Crime

Someone is in danger, a serious crime is happening, or police assistance is needed immediately.

Not sure whether the situation is an emergency? When someone may be in immediate danger, call 9-1-1 and let the call-taker assess the situation.
Choose the Right Number

Emergency or Non-Emergency?

Calling the correct number helps emergency call-takers remain available for people who need immediate assistance.

Immediate Assistance

Call 9-1-1

Call when there is an immediate threat to a person, property or public safety.

  • A fire, explosion or dangerous amount of smoke
  • A serious injury or urgent medical emergency
  • Someone is in immediate danger
  • A serious crime is happening now
  • A vehicle collision involving injuries or immediate danger
Emergency 9-1-1 Police, fire or ambulance assistance needed immediately

No Immediate Danger

Use a Non-Emergency Service

Use a non-emergency service when assistance or reporting is required, but no one is in immediate danger.

  • A crime that has already happened and the suspect is gone
  • Theft, property damage or vandalism discovered later
  • An ongoing concern with no immediate threat
  • General questions or requests for information
  • A routine fire-safety or Fire-Rescue inquiry
Richmond RCMP Non-Emergency 604-278-1212 Police matters that do not require an immediate response
Richmond Fire-Rescue inquiries: 604-278-5131
View Police Reporting Options
Has the situation become dangerous? If someone’s life, safety or property is now in immediate danger, stop using the non-emergency service and call 9-1-1.
What to Expect

What Happens When You Call 9-1-1?

The call-taker will guide you through the process. Listen carefully, answer the questions as clearly as you can and remain on the line.

Your Call Is Answered

The operator will ask whether you need police, fire or ambulance and which city or municipality you are calling about.

You Are Connected

Your call is connected to the appropriate police, fire or ambulance call-taker. Stay on the line while the call is transferred.

You Answer Questions

The call-taker will ask where the emergency is, what is happening and whether anyone is injured or in danger.

Responders Are Dispatched

Information from your call is shared with dispatchers and responding emergency crews. Continue providing updates while help is on the way.

Why Are So Many Questions Asked?

Each answer provides important information to emergency responders. The questions help determine what resources are needed, where they should go and what hazards they may face.

  • Where are you?
  • What happened?
  • Is anyone injured?
  • Is anyone in danger?
  • Are there hazards nearby?
  • Has anything changed?
Do not hang up until the call-taker tells you to. Keep listening and answering questions, even when emergency responders have already been dispatched.
Be Ready to Answer

What Information Should You Give?

Stay as calm as you can and answer each question clearly. The call-taker will guide you and may repeat important questions to confirm the information.

Give This First

Tell the Call-Taker Exactly Where You Are

Provide the full address whenever possible. If you do not know the address, describe your location using a nearby intersection, building name, business, landmark or other identifying information.

  • Street address
  • Apartment or unit number
  • City or municipality
  • Nearest intersection
  • Building or business name
  • Nearby landmark

What Happened?

Briefly explain what you can see, hear or smell and whether the situation is still happening or has changed.

Who Is Involved?

Tell the call-taker how many people are involved and whether anyone is injured, trapped, missing or in immediate danger.

Are There Any Hazards?

Report smoke, fire, weapons, chemicals, electrical hazards, traffic, aggressive animals or anything else that could put people or responders at risk.

How Can Responders Enter?

Provide an apartment number, entrance location, gate code, elevator information or any directions needed to reach you.

Your Callback Number

Confirm the telephone number you are calling from so the emergency service can contact you if the call disconnects.

Any Changes

Tell the call-taker immediately if the fire grows, someone’s condition changes, a person leaves or another hazard appears.

Never put yourself in danger to gather information.

Only describe what you can safely observe. Follow the call-taker’s instructions and move to a safer location when directed.

Help Is Available

Language, Accessibility and Accidental Calls

Do not delay calling because of a language or communication barrier. Emergency call-takers will work with you to understand what is happening and connect you with the help you need.

Language Interpretation

You do not need to speak fluent English to call 9-1-1. Interpretation is available at any time in more than 200 languages.

  • Say the English name of your language if you can
  • Try to say “police,” “fire” or “ambulance”
  • Provide your location using any English you know
  • Stay on the line while an interpreter is connected
Learn About Interpretation Services

Text with 9-1-1

Text with 9-1-1 is a specialized service for registered people who are Deaf, Deaf-Blind, hard of hearing or speech impaired.

Regular texting to 9-1-1 is not available. Eligible users must register their cellphone before an emergency and follow the Text with 9-1-1 process.
  • Register an eligible cellphone in advance
  • Dial 9-1-1 first to begin the emergency connection
  • Wait for the 9-1-1 operator to send the first text
Learn About Text with 9-1-1

Called by Accident?

Accidental calls happen. The important thing is to remain on the line and tell the call-taker that you are safe.

  • Do not hang up
  • Tell the call-taker the call was accidental
  • Answer any questions they ask
  • Lock and store your phone carefully afterward
Hanging up may require the emergency centre to call you back or send police to confirm that you are safe.
View More 9-1-1 Tips

In an emergency, make the call.

Do not wait because you are unsure, frightened or worried about your English. Call 9-1-1, provide your location and follow the call-taker’s instructions.