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911 FAQ

911 is the number to call when you have an emergency and need help from the police, fire or ambulance right away. 911 is Calgary's lifeline to safety. Here are some frequently asked questions about calling 911.

What information do you collect when I call 911
What if my phone does not have enhanced 911 service?
My phone works through the Internet or a cable connection. Will I still be able to call Calgary 911?
Can I call 911 from a pay phone?
Can I call 911. Should I just hang up?
I accidentally called 911. Should I just hang up?
How can I call 911 if the power is out?

What information do you collect when I call 911?

Traditional land-line telephone services provide Calgary's 911 system with enhanced information. Enhanced means that when you call 911, your address, telephone number and your phone company's name and number appear automatically on the computer screen of the Emergency Communications Officer answering your call.

Newer telephone technologies, such as cell phones and Internet- and cable-based phones (commonly referred to as VoIP or Voice over Internet Protocol), may not provide all of the enhanced 911 features available on a traditional telephone.

For business phones, check with your office manager about 911 service in your building. If you have to call 911, be prepared to provide the building address, floor and office from where you are calling.

What if my phone does not have enhanced 911 service?

In all cases, listen carefully to the Emergency Communications Officer, follow instructions and stay on the line. If your address does not appear on the computer screen, the officer may ask you more questions to find out exactly where you are.

My phone works through the Internet or a cable connection. Will I still be able to call Calgary 911?

911 access for Internet or cable-based phones may differ depending on the type of service. Check with your phone service provider to learn about their 911 details BEFORE an emergency.

All Internet and cable-based phone companies in Canada that use traditional phone numbers and link to the traditional telephone network must provide access to 911, but may do so in different ways. In some cases, an emergency call centre may ask your location before routing your call to your local area. Stay on the line until you speak with the Calgary 911 service.

If you are considering the use of Internet or cable-based telephone service, make sure you know if and how you will be able to reach 911 before you sign up.

Can I call 911 from a pay phone?

Yes, and calls to 911 from a pay phone are free.

I accidentally called 911. Should I just hang up?

No, don't hang up. Please stay on the line and tell the Emergency Communications Officer what has happened. If you hang up, they will call back and may send emergency services to your address if there's no response.

How can I call 911 if the power is out?

It's a good idea to have at least one phone in your house that does not require power, so you can make emergency calls during an outage.

For more information about 911 emergency calls, check with your telephone service provider.