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E-Comm has begun its migration to the Next Generation 9-1-1 (NG9-1-1) network, marking a significant milestone in British Columbia’s broader transition to a modernized emergency telecommunications system.

NG9-1-1 will replace Canada’s decades-old analog infrastructure with a new digital network. The transition has been federally mandated by the Canadian Radio-television and Telecommunications Commission (CRTC).

Over the next two months, E-Comm will transition from the historical 9-1-1 analog system to NG9-1-1. E-Comm provides 9-1-1 services as the first point of contact for 99% of 9-1-1 callers in B.C., and it is within these regions that the transition will take place. This week, communities on Vancouver Island were the first to “go-live” on NG9-1-1 as part of E-Comm’s phased transition project.

Staggered migrations to the new network will take place between now and the end of November 2026. The transition to NG9-1-1 is being completed in phases to ensure a safe, reliable implementation that prioritizes the continuity of vital 9-1-1 service that British Columbians rely on during emergencies.

“E-Comm’s transition to Next Generation 9-1-1 is a critical step in modernizing how emergency calls are received and managed,” says Nancy Blair, Interim President & CEO of E-Comm. “This work strengthens the reliability of our 9-1-1 system today, while laying the groundwork for future technologies that will better support both the public and first responders.”

E-Comm has worked closely with the Province of B.C., local governments, emergency service agencies and telecommunications partners to coordinate the transition to NG9-1-1.

In 2023, the Province announced $150 million to support the technology upgrade across the province, including $90 million to fund E-Comm’s implementation.

What callers to 9-1-1 can expect

The transition to NG9-1-1 will happen behind the scenes and will be largely invisible to the public. Callers will continue to dial 9-1-1 the same way they do today and will connect with emergency call-takers based on the service required – police, fire or ambulance, and location where they need help.

While callers will not notice any immediate changes when dialing 9-1-1, the new system lays the foundation for future enhancements to better support public and first responder safety, such as real-time-text to 9-1-1, more accurate caller location information and the sharing of streaming video. These capabilities are not part of E-Comm’s initial transition in 2026, and timing will largely be dependent on a national rollout to be determined by the CRTC.

New automated callback system introduced 

The only public facing change will be the introduction of an automated callback system. With faster digital technology, the new NG9-1-1  network will detect all calls, including  those disconnected within milliseconds that are not received by E-Comm today.

As a result, the number of accidental or pocket dials to 9-1-1 will increase. The new callback system will help manage this increased volume by automatically following up on quick hang up calls; the system will provide callers with options to reconnect with a 9-1-1 call taker or indicate if the call was accidental.

How the automated callback system works:

• If a 9-1-1 call disconnects almost immediately before reaching a 9-1-1 call taker, the system will automatically call back using a ten-digit number beginning with a 604-area code.
• Callers will hear a recorded message and can press 1 to reach a 9-1-1 call taker or 3 to indicate the call was accidental.
• If unanswered, a second automated callback will be placed.

Click here for a visual explanation on how the callback system works.

It is important to note that the automated callback applies only to 9-1-1 calls that have been disconnected very quickly before reaching a 9-1-1 call taker. Calls that disconnect after reaching a 9-1-1 call taker will receive a manual call back by a 9-1-1 call taker just as they do today. The launch of the automated callback will align with the phased migration to the new network and will be available across B.C. as of October 6, 2026.

Quick Facts on NG9-1-1

• E-Comm is leading the largest NG9-1-1 implementation project in Canada, on behalf of 25 regional districts for 9-1-1, 71 police and fire agencies, and project partners including BC Emergency Health Services, the BC RCMP and Saanich Fire Department.
• E-Comm’s project is one part of a mandated national transition to NG9-1-1. Other emergency communications centres and agencies across Canada and in B.C. are completing their transitions independently and on their own timelines.
• The phased transition will take place from September to November 2026.
• NG9-1-1 replaces aging analog infrastructure with a modern, secure digital network.
• The public should continue to call 9-1-1 exactly as they do today.
• Future capabilities like real-time text to 9-1-1 are not available during this initial phase and will be introduced separately and at a future date.
• The new automated callback system will return calls that are quickly disconnected before reaching a 9-1-1 call taker, providing callers with an option to reconnect to 9-1-1 during an emergency.

For more information about the transition to NG9-1-1 visit ecomm911.ca/NG911

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E-Comm shares safety tips to help families prepare for the new school year

As families prepare for the return to school next week, E-Comm is encouraging parents and caregivers to teach their children how and when to call 9-1-1.

The new school year may bring new routines and greater independence. Whether that means walking to and from school on their own, taking public transit, heading to games or practices without a parent for the first time, or using a mobile device to stay connected. With those new experiences comes the importance of making sure children have the confidence to call 9-1-1 in an emergency.

While emergencies are never something we expect, they can happen anywhere and at any time. Teaching children what to do before an emergency happens can help them feel more confident and prepared to act when they need help.

“Calling 9-1-1 can feel scary for children, especially if they’ve never done it before,” says Police Call Taker Matt Goldsworthy. “We want kids to know that they’re never alone. When they call 9-1-1, a trained call taker will be there to listen, ask questions and get them the help they need.”

E-Comm’s Tips for Teaching Kids About 9-1-1

1. Explain when to call 9-1-1

Use simple language to describe emergencies:

1. • • If someone is badly hurt or very sick
     • If there is smoke or fire
     • If they feel unsafe or see a crime happening (like someone stealing or hurting someone)

2. Teach them how to call

   • Show them how to unlock the phone and dial 9-1-1
   • Let them know they can call from a cellphone, even without a SIM card
   • If you have access to a landline in your home, teach them the difference between how to dial from a landline vs. a cell phone

3. Help them know what to say

   • When you first dial 9-1-1, an operator will say “do you need police, fire or ambulance” and “for what location”
   • Stay calm and speak clearly
   • Say what is happening, where they are, and who needs help
   • Follow instructions from the call taker and stay on the line until they say it’s okay to hang up

4. Make sure they know their location

   • Practice saying their city and home address, including apartment number and building entry code
   • Teach them how to look for landmarks or street signs if they’re away from home from school

5. Practice through role-playing

   • Go through different emergency scenarios without using a real phone
   • Help them understand what kinds of questions a 9-1-1 operator might ask

6. Explain the importance of using 9-1-1 responsibly

   • Let them know that 9-1-1 is only for real emergencies
   • Remember to lock and store their devices carefully. If they do call by mistake, encourage them to stay on the line and let the operator know that they are safe.
   • Making prank calls can stop someone else from getting the help they need

E-Comm also reminds parents that language should never be a barrier. Our call takers can access interpretation services in over 200 languages. Children should be reassured that if they need help, someone will be there to listen.

As children head back to school and take on new routines and responsibilities, a few minutes of preparation can give them the confidence to know what to do when it matters most. Talk to your children about when and how to call 9-1-1, and remind them that when there is an emergency, help is just a phone call away.

Continuous learning is an integral part of working in public safety. This year, E-Comm Fire Dispatcher Pavi Thind received a Gold Line Scholarship, which invests in the development of 9-1-1 professionals through participation in the annual National Emergency Number Association (NENA) Conference & Expo.

Held June 27 to July 2 in Columbus, Ohio, the 2026 NENA Conference & Expo brought together emergency communications professionals from across North America to share knowledge, discuss emerging challenges and explore the future of 9-1-1.

For Pavi, the experience was an opportunity to step outside his day-to-day role, connect with peers and bring new perspectives back to his colleagues.

Pavi began his career at E-Comm in March 2022 as a Fire Call Taker, answering and processing emergency calls for 40 fire agencies. Within a few months, he transitioned into dispatch, coordinating emergency responses with fire crews and quickly training across multiple dispatch channels. Since then, he has continued to support his colleagues by mentoring new call takers and dispatchers while supporting staff through E-Comm’s upcoming transition to Next Generation 9-1-1 beginning this Fall. 

Recognizing a commitment to learning

Receiving the Gold Line Scholarship was a meaningful milestone for Pavi, recognizing his contributions and passion for the profession.

“It is incredibly rewarding to have our hard work and contributions recognized. The scholarship provided me with the means to invest in my growth and development, and gave me the opportunity to learn from many amazing professionals in our field.”

Pavi credits his selection for the scholarship to his commitment to continuous learning, willingness to challenge himself and desire to pursue opportunities for growth.

“I am in a perpetual state of learning, and have a burning desire to always become better at what I do.”

Connecting with 9-1-1 professionals across North America

At NENA, Pavi was eager to learn how others in the field approach the challenges of emergency communications and maintain their motivation for the work.

“The job we do is at times incredibly difficult. I wanted to explore how our peers in other agencies handle these difficulties, what they do differently, what works and what doesn’t, and how they maintain the drive to keep going forward.”

Throughout the conference, Pavi gained insight into different approaches to wellness, operations, technology and innovation. One of his biggest takeaways was seeing how agencies can operate differently while still sharing the same purpose.

“We all do the same work at its core, but the implementation of policies and procedures are so fascinatingly different in every agency.”

Beyond the educational sessions and networking opportunities, Pavi explored the conference’s expo hall, where he saw emerging technologies shaping the future of emergency communications, including advancements in CAD systems, artificial intelligence, interoperability and efficiency initiatives.

“I am so amazed to see where we’re headed, and so excited to be a part of its future.”

Bringing knowledge back to E-Comm

“I went to NENA with the intention to learn as much as I possibly could, and in turn bring back something valuable to develop not only myself, but my colleagues, and our agency as a whole.”

Pavi is sharing his experiences with employees across the organization and continuing to apply what he learned to his work at E-Comm.

With thousands expected to gather at Vancouver’s English Bay for the Summer Lights fireworks on July 31, E-Comm is reminding the public to celebrate safely and know when to call 9-1-1. The fireworks show isn’t the only large event taking place over the B.C. Day long weekend. From festivals and parades to parks and campgrounds, it’s one of the busiest times of the summer, bringing increased demand for emergency services across the province.

Hot weather, wildfire risk and increased outdoor activity can all contribute to higher call volumes. E-Comm has additional call takers and dispatchers scheduled throughout the long weekend to help connect people with the help they need.

B.C. Day long weekend safety tips

• Know when to call 9-1-1: Only call if there’s an immediate risk to life, safety, or property—such as a medical emergency, a crime in progress, or a fire. If you are unsure, it’s best to err on the side of caution and call 9-1-1 so a call taker can determine what kind of help is needed.
• Prepare for the summer weather: Stay cool by spending time in air-conditioned spaces, seeking shade and drinking plenty of water. Follow Emergency Info BC for the latest on heat warnings.
• Know your location: If you are camping, travelling, hiking or spending time in an area that is new to you this long weekend, knowing your location is critical in case you need to call 9-1-1 in an emergency. An exact location is always best, but landmarks and cross streets will also help us find you.
• Prevent pocket dials: Taking photos of the fireworks, using your phone to navigate, or even carrying your phone in your pocket can sometimes lead to accidental calls to 9-1-1. Lock your phone before putting it away and store it carefully. If you do happen to call 9-1-1 by mistake, stay on the line and let us know you are safe.

For live updates and public safety tips of the fireworks show on July 31^st in English Bay, follow @ecomm911_info. Members of the public can also visit E-Comm’s Instagram Stories to submit questions for a police call taker.

By knowing when to call 9-1-1 and taking a few simple precautions, everyone can help keep emergency lines available for those who need them most. E-Comm wishes everyone a safe and enjoyable B.C. Day long weekend.

Warm weather typically means more people spending time outdoors, whether they’re enjoying the beach, heading to a park, visiting a patio or exploring local attractions. With heat warnings in effect for parts of British Columbia, E-Comm is reminding the public to take steps to stay safe this summer and to know when to make the right call to 9-1-1.

Heat warnings

• For information and updates about heat warnings, follow Emergency Info BC
• Stay cool by spending time in air-conditioned spaces whenever possible. Check with your local city services for information about cooling centres and other available facilities. In Vancouver, you can call 3-1-1 for information
• Check in regularly on friends, family members and neighbours who may be more vulnerable to extreme heat

Make the right call to 9-1-1

Call 9-1-1 when someone’s life, safety or property is in jeopardy, or when you are witnessing a crime in progress.

If you’re ever unsure whether a situation is an emergency, it’s better to err on the side of caution and call 9-1-1. A call taker will ask questions to determine what kind of help is needed and can connect you with the appropriate emergency service.

When to call 8-1-1

If you have questions about heat-related symptoms or are unsure whether you need medical care, call 8-1-1 to speak with a health professional.

If you or someone else is experiencing a medical emergency or is in medical distress, call 9-1-1.

Wildfire safety

Hot and dry conditions can increase the risk of wildfires. To report a wildfire, unattended campfire or open burning violation, call 1-800-663-5555 toll-free or *5555 from a cellphone.

Our call takers and dispatchers are here to connect you with the help you need in an emergency—no matter the time of day or night. By knowing how to make the right call, you can help ensure emergency resources remain available for those who need them most. Stay safe, stay hydrated and enjoy your summer!

More information

• When to call 9-1-1
• How 9-1-1 works in B.C.
• Non-emergency resources
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