CRTC delays to 911 system upgrades put victims of intimate partner violence at risk, advocates say

Globe and Mail

04-06-2025

The two-year deadline extension for Canada's upgraded 911 emergency response system is sounding alarm bells among advocates who warn that it is increasing safety risks for individuals experiencing violence at home.
They say the next generation of Canada's 911 system, known as NG9-1-1, which would allow users to text emergency services rather than call, would offer an additional layer of discretion they believe is crucial for those experiencing intimate partner violence.
Police-reported data show that women are overrepresented among victims of this crime. Intimate partner violence is also known as spousal or domestic violence.
In 2019, 80 per cent of people who had experienced intimate partner violence did not report it to the police, according to a 2019 statistical profile on family violence by the Canadian Centre for Justice and Community Safety Statistics, which is a division of Statistics Canada.
The Canadian Radio-television and Telecommunications Commission (CRTC) had set the deadline for all service providers to implement the NG9-1-1 network for March of this year. But in February, the CRTC announced it would extend the deadline by two years - until March 31, 2027. Once the new network is implemented, existing 911 systems will be disconnected.
CRTC delays implementation of next-generation 911 service for two years
But advocates say the extension is putting women who are subject to intimate partner violence at greater risk. They say it would be safer for individuals in precarious situations to reach out for emergency services via text than having to make a phone call.
This is not the first time the CRTC has bumped the deadline. The regulator had already extended the implementation deadline from June 30, 2023 to March 4, 2025. But the origin of NG9-1-1 dates even further back to 2001 when the National Emergency Number Association first laid out its expectations for the new emergency telecommunication system.
Mike Wood, a long-time advocate for the 911 reform, said texting 911 instead of calling the service would remove some of the barriers for those reaching out for help when experiencing intimate partner violence.
'If somebody is in a violent situation and they can't speak — like they're in the room with someone — the ability to text 911 could save their life,' Mr. Wood said.
In his most recent effort to get the ball rolling on 911 reform, Mr. Wood is meeting with Ontario government officials on Thursday to discuss the implementation of Canada's new 911 system.
In addition to reaching 911 services via text, the NG9-1-1 network would allow users to send videos of an accident or provide necessary medical information. According to the CRTC's website, the upgrade would create a faster, safer and more informed emergency response.
When asked why the deadline was extended, CRTC spokesperson Megan MacLean explained that first responders and telecommunications providers across the country warned of potential 911 service interruptions because some jurisdictions could not transition in time between the two networks.
Ms. MacLean said the regulator heard concerns from several stakeholders regarding the deadline, including the Canadian Association of Chiefs of Police and the Paramedic Chiefs of Canada.
'These groups were concerned that Canadians in areas that have not transitioned to NG9-1-1 could lose access to 911 services,' Ms. MacLean said in a statement. 'Given that this would cause an unacceptable risk to public safety, the deadline for the transition to NG9-1-1 was extended to March 2027.'
Despite the extension, some Ontario cities such as Mississauga, Brampton and Toronto are implementing the NG9-1-1 system ahead of the deadline.
The Toronto Police Service (TPS) implemented the first phase of NG9-1-1 in July of last year to help assist dispatchers discern authentic 911 calls from misdials. The service is set to launch the second phase of NG9-1-1 this year. But there is no timeline for real-time texting and live emergency video call features to be added to the system, according to the TPS website.
Ms. MacLean said 911 call centres and telecommunications services providers 'may transition to NG9-1-1 as soon as they are ready.'
However, the lack of urgency has increased concerns among experts who argue the option to text is useful for those in precarious situations while reaching out for help.
'Texting would allow a person to be a lot more discreet,' said Suzy Dunn, professor in law and technology at Dalhousie's Schulich School of Law. 'When their partner knows that they've called the police or they're reaching out for help, sometimes that can escalate violence.'
Ms. Dunn's research focuses on the way people communicate through technology when they're in situations like intimate partner violence. Despite the lack of research in effectiveness of being able to text 911, Ms. Dunn said just having the option to text would be beneficial to women.
'Someone could pop into the bathroom and make a 911 text. It's a lot more difficult to pop into the bathroom and make a 911 call when your partner could hear you talking on the phone,' Ms. Dunn said.
The issue is even more acute in rural and remote communities where emergency services are scarce. Stephanie Melnyk, research and community outreach representative at Rise Women's Legal Centre, said its dangerous for women and gender-diverse people managing their safety 'on a moment-to-moment basis' to pick up the phone and call 911.
Mr. Wood, the 911 reform advocate, says it all comes down to lived experiences. He says that's why the general population does not realize the delay is an issue for this group.
'Until they have that lived experience, a lot of people don't know that you just can't text 911.'