The Burnaby Fire Department has launched Next Generation 911 (NG911), a major upgrade to the way emergency calls are handled in our city. The new system replaces legacy voice only technology with a modern, IP-based platform that helps call takers and first responders find you faster and dispatch the right help sooner.
“Burnaby’s commitment to innovation is rooted in our vision for a safer, more connected community,” said Mayor Mike Hurley. “The launch of Next Generation 911 is about embracing change, investing in the future and ensuring every resident can count on timely help when it matters most.”
Why this matters to residents
When you dial 911, seconds count. NG911 equips our call takers and crews with richer, real-time information so they can pinpoint your location more accurately, reduce back-and-forth questions and coordinate multiple agencies more efficiently. It’s about faster response, clearer information and better outcomes for people in crisis.
What's already better in Burnaby
Through a phased rollout, we have implemented:
- Enhanced location services to more precisely identify where calls originate, helping crews reach you sooner.
- Softphones (internet-based call handling) to streamline how calls are answered and transferred.
- Internet Protocol (IP) infrastructure to replace legacy systems, improving reliability and resilience.
- Integration with our Computer Aided Dispatch (CAD) so critical details move seamlessly from call taker to dispatcher to crews.
- Built-in conference capabilities to coordinate in real time with partner emergency services.
What's coming next
Over upcoming phases, NG911 will enable:
- Multimedia support, including TEXT with 9-1-1, photos and videos (we will announce availability before these features go live in Burnaby).
- Telematics data integration (e.g., automatic crash notifications from vehicles).
- Improved location from smartphones and wearable devices for even more accurate routing and response.
Part of a national transition
Burnaby’s move to NG911 aligns with the Canadian Radio-television and Telecommunications Commission’s updated timeline to phase out legacy 911 systems by March 31, 2027. This ensures communities can modernize without disrupting access to emergency services while preparing for new features that improve public safety.
What residents should do right now
- In an emergency, always call 911.
- Keep location services enabled on your smartphone—this helps call takers locate you more quickly.
- TEXT with 9-1-1 and other multimedia features are not yet available in Burnaby—the City will notify the public when these features go live.