Halton Regional Police Service takes major step forward with transition to NG9-1-1

The Halton Regional Police Service (HRPS) has transitioned to Next Generation 9-1-1 (NG9-1-1); a modern, secure and reliable emergency call network powered by Allerium, that will significantly enhance emergency response and public safety across the region.

The NG9-1-1 system expands emergency services capabilities and offers numerous enhancements, including:

• Faster call answering times by a 9-1-1 Communicator.
• Enhanced interoperability amongst emergency services, ensuring effective operations across various platforms and devices.
• Automated responses for abandoned calls, to verify the safety of individuals who do not stay on the line.
• Robust cybersecurity measures to prevent service disruption.

  
The upgrade will occur in the background and will not interfere with service. Members of the public should continue to dial 9-1-1 in an emergency.

“Moving to NG9-1-1 is more than a technology upgrade, it is a reflection of who we are as a Service,” said Stephen Tanner, Chief of the Halton Regional Police Service. “It strengthens our ability to respond faster, share critical information more effectively and better protect the people who rely on us every day. As a police service that leads with innovation, we are committed to staying one step ahead – adopting cutting-edge technology that allows us to be agile, responsive, and prepared for the future. NG9-1-1 ensures that we are ready to meet the evolving needs of our community today and for years to come.”

The transition to NG9-1-1 is in compliance with the Canadian Radio-television and Telecommunications Commission's (CRTC) directive for all Canadian municipalities to modernize their 9-1-1 emergency services network by March 31, 2027. The NG9-1-1 system replaces the Enhanced 911 (E-911) analog network, and is funded through the Government of Ontario.


BUILDING ON RECENT TECHNOLOGY ADVANCEMENTS
Further demonstrating the HRPS’ strong commitment to innovation, the NG9-1-1 upgrade builds on the Service’s recent adoption of a separate Artificial Intelligence program - Smart Answering Routing Assistant - also known as SARA AI.

All emergency 9-1-1 calls are handled by a human Communicator. However, when members of the public call the HRPS non-emergency phone number (905-825-4777) they are now greeted by a responsive and adaptive automated voice named SARA who asks a series of short questions to determine whether the inquiry can be handled by the system, or if it should be transferred to a Communicator.

Since October 2025, SARA has served as the first point of contact for over 41,000 calls, with more than 14 per cent handled entirely by AI. This has increased operator availability for emergency calls and reduced wait times in the non-emergency queue.

Media Inquiries:
Halton Regional Police Service
Media Relations
Phone: 905-825-4899
Email: corpcomm@haltonpolice.ca