Better 911 emergency system makes Mississauga, Brampton residents safer: police

Mississauga and Brampton residents are safer today than they were a year ago thanks to a 911 emergency call system that now responds more quickly to people in distress, police say.

Whereas many callers to 911 in Peel in 2023 waited longer than a minute for an operator to answer — in rare cases, wait times of about 12 minutes were reported — these days, according to Peel Regional Police, the vast majority of emergency calls are picked up within 15 seconds.

The latest numbers show wait times for 911 calls to be answered in Mississauga and Brampton have decreased by 78 per cent so far in 2024.

Peel police brass and other regional officials told a press conference Tuesday morning at police headquarters in Mississauga the significant decrease can be attributed, in large part, to public education campaigns on the misuse of 911, investments in new technology like Next Generation 911 (NG 911), a team of “dedicated 911 communicators” and a number of new hires at the call-taking centre.

“These efforts have also resulted in a 92 per cent increase in calls being answered within 15 seconds compared to last year,” police said.

Earlier this year, Peel Regional Police became the first large force in Canada to implement NG 911, with funding support from federal and provincial governments.

The new system, to be implemented in phases over multiple years, allows people to connect faster with first responders during emergencies, police say. It includes a new feature, the Automated Abandoned Call-Back system, which provides the caller with clear instructions to acknowledge if the call was a misdial or an actual emergency.

To date, that system has processed more than 75,000 hang-up calls, freeing up call-takers to be at the ready for legitimate emergency calls. Previously, 911 communicators had to follow up on all of those hang-ups by calling back themselves to determine if calls were a real emergency or misdial.

“The reduction in 911 wait times by approximately 80 per cent is a significant win for public safety in our community,” Brampton Mayor Patrick Brown told reporters, adding the region “has solved this problem in a year.”

He added “this achievement reflects bold advocacy, strategic investments and a strong collaboration with Peel Regional Police. We are committed to ensuring that 911 is a lifeline that responds promptly for those in true emergencies.”

Peel police Chief Nishan Duraiappah helped spearhead efforts in the past year to improve the 911 service. He describes the call-takers as “the first of the first responders,” adding they do “remarkable” work.

“This work has enhanced community safety by ensuring residents are connected faster with first responders to receive the help they need during emergencies,” the police chief said.

Police remind residents that 911 is for real emergencies only, “where there is an immediate threat to safety, a life-endangering emergency or if a fire or crime is in progress.”

All other calls to Peel police should go to the non-emergency number at 905-453-3311.