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Emergency or not? A simple way to think
Many people ask one question: is someone in danger right now? If a life is at risk, there is a fire, or a crime is happening now, people usually call the emergency line. If the problem already happened and nobody is in danger, people often call a non-emergency line instead. Examples are a stolen bike from last week or a noisy neighbour. If you are not sure and someone could be hurt, many people choose the emergency line. It is better to ask than to wait.
I'm not sure if this is an emergency.
Nobody is hurt, but I need to report something.
Someone needs help right now.
Before you need it: get ready
Find out your local emergency and non-emergency numbers. Your city or town website usually lists them. Save them in your phone with clear names. Learn your full address and your nearest cross streets. Callers are often asked for these first. If you live in a shared house or apartment, know your unit number. Also, practise saying your address out loud. In a stressful moment, words can disappear, so practice really helps.
My address is…
I live in unit…, on the corner of… and…
The nearest cross street is…
What usually happens on an emergency call
The person who answers often asks first if you need police, fire, or ambulance. Then they ask where you are. Stay calm and answer each question. Speak slowly. They may ask what happened, how many people are involved, and if anyone is breathing or bleeding. Often they ask you to stay on the line. They may give you instructions. Do not hang up until they tell you to.
I need an ambulance, please.
There is a fire at…
Someone is not breathing.
If your English is under pressure
Many people struggle with English when they are stressed. That is normal. You can tell the person on the phone that English is not your first language. In many places, they can connect an interpreter. You may need to wait a moment. Say your language clearly. Keep your sentences short. If you do not understand, ask them to repeat. Say yes or no clearly, and spell names or street names if needed.
English is not my first language. I speak…
Can you please speak more slowly?
Can you repeat that, please?
Non-emergency calls: what to say
On a non-emergency line, there is usually more time. You may wait on hold or press options on a menu. When someone answers, say what happened, when, and where. They may ask for your name, phone number, and details like a description of a person or item. Sometimes they give you a report number. Write it down. Some places also let you report online, so you can ask about that.
I'd like to report a theft from yesterday.
It happened around… at…
Can I get a report number, please?
Common questions
What if I call the emergency line by mistake?
Do not hang up. Stay on the line and explain calmly. You can say, "Sorry, I called by mistake. There is no emergency." Usually this is enough. If you hang up, they may call you back to check that you are safe.
What if I don't know my exact address?
Describe what you can see. Name a building, a shop sign, a park, or a street name. You can say, "I don't know the address, but I can see…" The person on the phone will ask questions to help find you.
Where can I get help if I feel unwell but it's not an emergency?
Many people in Canada visit a walk-in clinic or call a local health line for advice. Look up the options in your province soon after you arrive. If you feel in danger or very unwell, people usually call the emergency line.