Emergency Services in Ontario: What Every Newcomer Should Know

Practical Guide from CUIAS Immigrant Services

An emergency can happen at any time. If you have recently arrived in Canada, it is important to know where to call when immediate help is needed, and when other medical or social services can be used.

☎️ 911 — the number for all emergency services

In Ontario, as in most of Canada, all emergency services operate through the single number 911. You do not need to remember separate numbers for the fire service, police, or ambulance.

Through 911, you can call:

- 🚑 Ambulance / Paramedics

- 👮 Police

- 🚒 Fire Services

The operator will determine what type of help is needed and dispatch the appropriate service.

When should you call 911?

Call immediately if:

- someone has lost consciousness;

- there is severe bleeding or a serious injury;

- there are breathing problems;

- there are signs of a heart attack or stroke;

- a serious motor vehicle accident has occurred;

- there is a fire;

- there is an immediate threat to life or safety.

What should you tell the operator?

During the call, provide:

- what happened;

- the exact address or location of the incident;

- your name and phone number;

- answer all of the operator's questions.

Do not hang up until the operator tells you that the call can be ended.

🌍 Are interpreters available for 911?

Yes. If you do not speak English or French, stay on the line. The operator will connect a telephone interpretation service.

In Toronto, interpretation services are available in more than 240 languages, including Ukrainian.

If you can, say the name of your language in English, for example: "Ukrainian".

🩺 811 — medical advice without calling an ambulance

Not every health problem is an emergency.

If you do not know:

- whether you need to go to the hospital;

- whether you should call an ambulance;

- where to seek medical care, call 811 (Health811).

What does Health811 offer?

- consultation with a registered nurse;

- recommendations regarding your symptoms;

- information about where to seek medical care;

- assistance in other languages through an interpreter.

🕐 Available 24 hours a day, 7 days a week.

811 is free.

Remember: 811 does not replace 911. If there is a threat to life — call 911.

🏥 Emergency Department (ER) — emergency department

Hospital emergency departments operate 24 hours a day, 7 days a week.

Go to the ER if your condition requires urgent medical attention, but you can safely get to the hospital on your own.

Important to know:

- A doctor's referral is not required.

- Patients are seen based on the severity of their condition, not in the order they arrive.

Therefore, a person who arrived after you may be seen earlier if their condition is more critical.

🚑 Do you have to pay for an ambulance?

This is one of the most common questions from newcomers.

If you have OHIP

If ambulance transportation was medically necessary, you usually pay only $45 (co-payment).

If you do not have OHIP

If you do not have a valid OHIP card or the transportation was not considered medically necessary, the cost of an ambulance may be $240.

Who may be exempt from payment?

In some cases, the co-payment is not charged, including if a person receives:

- Ontario Works (OW);

- Ontario Disability Support Program (ODSP);

- or falls under other categories designated by the province.

Do not delay calling an ambulance because of concerns about payment. If there is a threat to life — call 911.

📱 Alert Ready — emergency alert system

Ontario has the Alert Ready system, which sends urgent messages directly to mobile phones.

You may receive alerts about:

- tornadoes;

- floods;

- wildfires;

- nuclear or radiation threats;

- other emergencies.

No special registration is required — if your phone is compatible with the Alert Ready system, alerts will be received automatically.

🎒 Emergency Preparedness Plan

The Government of Ontario recommends that every family have:

✅ Family Emergency Plan

Plan ahead:

- how to contact each other;

- where to meet if communication is lost;

- who will help children or elderly relatives.

✅ Emergency Kit

It is recommended to prepare a supply for at least 72 hours.

The kit should include:

- water and non-perishable food;

- a first-aid kit;

- a flashlight and batteries;

- a charger or power bank;

- copies of important documents;

- necessary medications.

🪪 Do you need to carry documents at all times?

No. In Canada, there is no law requiring you to carry a passport or other identification document at all times.

However, it is recommended to:

- carry your OHIP card (or know its number) if you are eligible for health insurance;

- carry your driver's licence if you are driving a vehicle;

- have another photo ID (such as an Ontario Photo Card) if it may be needed to confirm your identity.

👧 AMBER Alert — if a child goes missing

AMBER Alert is an emergency notification system for child abductions.

Alerts are sent through:

- mobile phones;

- television;

- radio;

- electronic information signs.

The alert contains information about the child, suspect, and vehicle (if known).

If you have information that may help, call 911.

📞 Useful Numbers for Newcomers

911

Emergency situation: ambulance, police, or fire services.

811

Free medical advice and help determining where to seek care.

311

City of Toronto services (garbage, roads, municipal matters, information about city services).

211

Social, community, and government services: housing, food assistance, psychological support, programs for newcomers, and other resources.

💙 CUIAS Tip

Save these numbers in your phone today. In a stressful situation, this will help you quickly get the assistance you need.

🚨 Threat to life — 911.

🩺 Need medical advice — 811.

🏙️ Need information about city services — 311.

🤝 Need help from social or community organizations — 211.

This material was prepared by CUIAS Immigrant Services based on official information from the Government of Ontario and the City of Toronto.