Emergency Services in Canada: 911, Hospitals, Poison Control, and When to Call

Knowing how to access emergency services is one of the most important things to learn when you arrive in Canada. The emergency system works differently in every country, and understanding when and how to call for help can make a critical difference.

This guide explains how emergency services work across Canada, what to expect when you call 911, when to go to the hospital, and what non-emergency resources are available.

Calling 911: Canada's Emergency Number

911 is the universal emergency number across Canada. It connects you to police, fire, and ambulance services. You can call 911 from any phone, including a phone without a SIM card or active service plan, as long as the phone has battery and a signal.

When to Call 911

Call 911 when there is an immediate threat to life, safety, or property. Examples include:

• A medical emergency (someone is unconscious, not breathing, having a heart attack, choking, or experiencing severe allergic reaction)
• A fire or explosion
• A serious car accident with injuries
• Someone is being physically attacked or threatened
• A crime is happening right now
• Someone is in danger of harming themselves or others
• You witness a serious incident (such as a drowning or building collapse)

When NOT to Call 911

Do not call 911 for situations that are not emergencies. Using 911 for non-emergencies ties up operators and can delay response to actual emergencies. Do not call 911 for:

• Noise complaints
• Parking violations
• Non-urgent medical questions
• Power outages
• Animal complaints (unless dangerous)
• Past crimes where there is no immediate danger
• Requesting information about government services

For these situations, use non-emergency numbers (described below).

What Happens When You Call 911

1. A dispatcher answers: They will ask "Police, fire, or ambulance?" State which service you need. If you are not sure, describe the situation and the dispatcher will direct your call.

2. Stay on the line: The dispatcher will ask questions about the emergency, your location, and other details. Answer as clearly as you can. Do not hang up until the dispatcher tells you it is safe to do so.

3. Provide your location: Give your exact address, including apartment or unit number, cross streets, or landmarks. If you are on a mobile phone, the dispatcher may be able to see your approximate GPS location, but providing a verbal address is faster and more accurate.

4. Follow instructions: The dispatcher may give you first aid instructions while help is on the way (for example, how to perform CPR, how to control bleeding, or how to help a choking victim).

5. Help arrives: Police, fire, or ambulance will be dispatched to your location.

Language Support

If you do not speak English or French fluently, do not let language stop you from calling 911. Most 911 centres across Canada have access to telephone interpretation services. State your language (for example, say "Arabic" or "Mandarin"), and the dispatcher will connect an interpreter. This may take a minute but is always available.

Text-to-911

Some areas in Canada support texting 911 for people who are deaf, hard of hearing, or in a situation where speaking would be dangerous. This service is not available everywhere. Check with your local municipality to see if it is supported in your area.

Calling 911 from a Mobile Phone

When calling 911 from a mobile phone:

• Your call is routed to the 911 centre serving the cell tower area, which may not be the same as your municipality
• Provide your location clearly, including city and address
• Do not assume the dispatcher can see your exact location
• Keep your phone charged; a dead phone cannot call for help

Hospital Emergency Rooms

Hospital emergency rooms (ERs) provide urgent medical care 24 hours a day, 7 days a week. They are equipped to handle life-threatening conditions, severe injuries, and serious illnesses.

When to Go to the ER

Go to the emergency room if you have:

• Chest pain or difficulty breathing
• Severe bleeding that does not stop
• Broken bones or suspected fractures
• Head injuries with loss of consciousness
• Severe allergic reactions (anaphylaxis)
• Signs of stroke (sudden numbness, confusion, trouble speaking, severe headache)
• Severe burns
• Seizures
• High fever in infants or young children
• Psychiatric emergencies (suicidal thoughts, severe psychosis)
• Poisoning or overdose

When NOT to Go to the ER

Emergency rooms should not be used for non-urgent care. Using the ER for minor issues contributes to long wait times for everyone. Instead, use walk-in clinics, urgent care centres, or telehealth for:

• Cold and flu symptoms
• Minor cuts and scrapes
• Earaches or sore throats
• Minor rashes
• Prescription refills
• Routine medical questions

What to Expect at the ER

Triage: When you arrive, a triage nurse will assess your condition and assign a priority level. Patients are seen based on the severity of their condition, not the order of arrival. This means someone who arrives after you may be seen first if their condition is more serious.

Wait times: Wait times vary widely. Life-threatening conditions are seen immediately. Less urgent conditions may involve waits of several hours, especially in busy urban hospitals.

What to bring:

• Your provincial health card or insurance information
• A list of any medications you are taking
• Your identification
• If possible, a summary of your medical history

Cost: If you have a valid provincial health card, emergency room visits are covered at no direct cost. If you do not have provincial coverage, you will be treated but will receive a bill afterward. Having private health insurance will help cover these costs.

Non-Emergency Services

Provincial Health Advice Lines

Every province offers a free telephone health advice service where registered nurses can assess your symptoms, recommend treatment, and advise whether you need to see a doctor or go to the ER.

National/Provincial numbers:

• 811: Available in most provinces including BC (HealthLink BC), Alberta (Health Link), Nova Scotia, New Brunswick, Manitoba, Saskatchewan, and others
• Telehealth Ontario: 1-866-797-0000
• Quebec: 811 (Info-Sante)
• Newfoundland and Labrador: 811

These services are available 24/7, free of charge, and available in English and French, with other language interpretation available. Visit the Government of Canada health resources page for links to provincial services.

Poison Control

If someone has swallowed, inhaled, or been exposed to a potentially poisonous substance, call your regional poison control centre immediately.

Key numbers:

• British Columbia: 1-800-567-8911 (BC Drug and Poison Information Centre)
• Alberta: 1-800-332-1414 (Poison and Drug Information Service)
• Ontario: 1-800-268-9017 (Ontario Poison Centre)
• Quebec: 1-800-463-5060 (Centre antipoison du Quebec)
• Manitoba: Contact Health Links at 204-788-8200 or 1-888-315-9257
• Saskatchewan: 1-866-454-1212 (Poison Centre)
• Atlantic provinces: Contact your provincial 811 line

When to call poison control:

• A child has eaten or drunk a potentially harmful substance
• An adult has accidentally taken too much medication
• Someone has been exposed to a chemical (skin contact, inhalation)
• You are unsure whether something is dangerous

Poison control professionals can advise you on whether the exposure is dangerous and what steps to take. Many exposures can be managed at home with guidance from poison control, without a trip to the emergency room.

Non-Emergency Police

For police matters that are not emergencies, use your local police department's non-emergency number. Common reasons to call the non-emergency line include:

• Reporting a past theft or property crime
• Noise complaints
• Reporting suspicious activity (not immediately dangerous)
• Requesting a police report for insurance purposes
• Parking enforcement issues
• Community safety concerns

Non-emergency police numbers vary by municipality. Search "[your city] police non-emergency number" to find the correct number. In many cities, you can also file non-emergency police reports online.

Fire Department Non-Emergency

For fire-related questions that are not emergencies (such as fire safety inspections, smoke detector inquiries, or open burning permits), call your local fire department's non-emergency line.

Emergency Preparedness at Home

The Government of Canada recommends that every household maintain an emergency preparedness kit. This is particularly important given Canada's exposure to natural events such as ice storms, flooding, wildfires, and severe winter weather.

Basic Emergency Kit

Keep the following supplies readily accessible:

• Water: at least 2 litres per person per day for 3 days
• Non-perishable food for 3 days
• Manual can opener
• Flashlight and extra batteries
• Battery-powered or hand-crank radio
• First aid kit
• Copies of important documents (health cards, identification, insurance)
• Cash in small bills
• Medications (extra supply of prescriptions)
• Phone charger (portable battery pack)
• Warm clothing and blankets

For a complete list, visit the Government of Canada emergency preparedness page.

Emergency Alerts

Canada has a national public alerting system called Alert Ready that sends emergency alerts to mobile phones, radio, and television. These alerts are sent for imminent threats such as tornadoes, tsunamis, AMBER alerts (missing children), and other emergencies. You do not need to sign up; compatible phones receive alerts automatically.

Visit the Alert Ready page for more information.

Important Numbers to Save

Save these numbers in your phone:

| Service | Number | |---------|--------| | Emergency (police, fire, ambulance) | 911 | | Provincial health advice | 811 (most provinces) | | Telehealth Ontario | 1-866-797-0000 | | Your local police non-emergency | [Look up for your city] | | Your local poison control | [Look up for your province] | | Your health insurance provider | [From your policy card] | | Canadian Anti-Fraud Centre | 1-888-495-8501 | | Kids Help Phone (for youth) | 1-800-668-6868 | | Crisis Services Canada (mental health) | 988 |

Key Resources

• Government of Canada: Emergency preparedness
• Alert Ready
• Government of Canada: Public health
• 988 Suicide Crisis Helpline

Knowing how to access emergency services before you need them is the best preparation. Save the important numbers, keep your health card accessible, and do not hesitate to call 911 when there is a genuine emergency.