911 and Next Generation 911 Services in the Regional District of Nanaimo
9 1 1 services are an essential part of public safety in the RDN. While you may simply dial 9 1 1 in an emergency, behind the scenes multiple organizations work together to answer your call and dispatch help. This page explains:
- how 9 1 1 works today in the RDN
- who provides the service
- what changes are coming with Next Generation 9 1 1 (NG911)
How 9 1 1 works today
What happens when you call 9 1 1?
Every 9 1 1 call is handled in two steps:
Step 1 – Call answer (PPSAP - Primary Public Safety Answering Point)
- Confirms your location
- Determines if you need police, fire, or ambulance
Step 2 – Dispatch (SPSAP - Secondary Public Safety Answering Point)
- Gathers details
- Sends the appropriate emergency responders
These are separate services, even though they work together to deliver 9 1 1.
Who answers 9 1 1 calls in BC?
- Most 9 1 1 calls are answered by E Comm, a non-profit organization
- E Comm handles approximately 99% of calls in the province
How is 9 1 1 delivered in the RDN?
9 1 1 is a local government responsibility, not a provincial requirement. The RDN delivers the service through partnerships, with different models in different parts of the region:
- Northern RDN (District 69)
(Electoral Areas E, F, G, H, City of Parksville, Town of Qualicum Beach)- Call answering: E Comm
- Fire Dispatch: North Island 9 1 1 (NI911). Watch video.
- NI911 operates under a shared regional model
- Southern RDN (District 68)
(Electoral Areas A, B, C, Lantzville)- Call answering: E Comm (via regional partnership)
- Fire Dispatch: City of Surrey
- Infrastructure and coordination shared with the City of Nanaimo
Why are there different systems?
The current model reflects historical partnerships and evolving service needs. Different approaches are used across the region to provide reliable, coordinated, and cost-effective service.
Who provides and pays for 9 1 1 services?
- Local governments choose to provide 9 1 1 services and fund them
- Funding comes from local taxation, telephone service levies and service agreements between agencies
Local governments are responsible for establishing and contracting both call answering and dispatch services.
What is the RDN’s role?
RDN Fire Services:
- Coordinates service agreements and infrastructure
- Works with partners (E Comm, NI911, Surrey, municipalities)
- Ensures emergency calls reach the right dispatch centre
The RDN does not answer 9 1 1 calls directly but helps ensure your local fire department receives and responds to them.
Next Generation 9‑1‑1 (NG911)
What is NG911?
Next Generation 9 1 1 (NG911) is a nation-wide upgrade to modernize emergency communications. The current system is based on older analog technology and has reached its limits in data, flexibility, and infrastructure.
What will change?
NG911 will move 9 1 1 systems to modern, internet-based technology, enabling:
- More accurate caller location
- Improved reliability and network resilience
- Future capabilities such as text messaging, streaming audio and video, more flexible routing of calls to appropriate services
What is happening now?
- NG911 is regulated by the CRTC and required across Canada
- TELUS is the NG911 provider in BC
- The RDN has signed the required agreement to support implementation
Emergency call centres must transition to the new system by March 31, 2027.
What does this mean for residents?
You will still dial 9 1 1 the same way.
Over time, you can expect improved accuracy, increased reliability and access to new communication options during emergencies.