​​​BRAMPTON, ON (November 19, 2024) – Today, at a press conference at Peel Regional Police Headquarters, City of Brampton Mayor Patrick Brown and Peel Regional and Peel Police Service Board Chair Nando Iannicca, announced that 911 wait times have decreased by a remarkable 78 per cent in 2024. This achievement builds on a 35 per cent reduction in wait times achieved in 2023 and marks a substantial step forward in improving emergency response times for residents.

 ​Left to right: Mayor Patrick Brown, Police Chief Duraiappah, Regional Chair Nando Iannicca and Deputy Police Chief Anthony Odoardi. Credit: City of Brampton

This significant decrease can be attributed to support from the Region of Peel and Peel Police Service Board, public education campaigns on the misuse of 9-1-1, investments in new technology like Next Generation 9-1-1 (NG 9-1-1) and dedicated 9-1-1 communicators. These efforts have also resulted in a 92 per cent increase in calls being answered within 15 seconds compared to last year.

In 2023, Peel Police received approximately 1,800 calls daily, which is more than 40 per cent, were classified as non-legitimate, inappropriate or misuse. During the last two months of 2023 alone, Peel Police reported more than 100,000 calls, with nearly half classified as accidental or non-emergency. This issue placed considerable strain on emergency response resources and delayed residents in genuine emergencies from getting the help they need.

Earlier this year, Peel Regional Police became the first large Public Safety Answering Point in Canada to implement Next Generation 9-1-1 (NG 9-1-1). This has resulted in the ability to answer calls faster. Through the first phase, the Automated Abandoned Call-Back system was integrated, which has allowed for the verification of over 75,000 hang-up calls as either emergencies or pocket-dials.

The City of Brampton and Peel Regional Police remain steadfast in their commitment to further reduce wait times and make 911 services accessible and responsive for all residents. By exploring new technology, adding resources to support 911 services and continuing public education on the resources available for non-emergency needs, Brampton and Peel Regional Police are strengthening emergency response systems to ensure critical help is accessible when residents need it most.

Reminders for residents

Residents continue to be reminded to contact Peel Regional Police’s non-emergency line at 905.453.3311 for non-emergency call including general inquiries and non-urgent situations where there is no immediate risk to safety. 

Calls for service, including parking complaints and noise concerns, should be directed to Service Brampton. Residents can call 3-1-1, use the Brampton 311 app (available on App Store or Google Play), visit 311brampton.ca or email 311@brampton.ca​ for any inquiries. 

Call 9-1-1 only if there is an immediate threat to safety, a life-endangering emergency or if a fire or crime is in progress. To learn more about when to call 911 and for resources about the services available to assist residents in need, visit this website.  ​

Quotes

“The reduction in 911 wait times by nearly 80 per cent is a significant win for public safety in our community. This achievement reflects strategic technology and human resource investments and a strong collaboration with Peel Regional Police through public awareness campaigns. We are committed to ensuring 911 is a lifeline that responds promptly to those in true emergencies and educating residents on appropriate 911 use is critical to keeping our emergency services accessible. I am immensely proud of what we have accomplished together and will continue to be a strong advocate for residents. Thank you to Chair Iannicca and Chief Duraiappah for their shared dedication to public safety.”- Patrick Brown, Mayor, City of Brampton

​“The significant reduction in 911 wait times stands as a milestone achievement, showcasing the impact of bold advocacy and innovative problem-solving. This accomplishment goes beyond improving emergency response times—it strengthens public trust and confidence in our emergency services. The Peel Police Service Board remains steadfast in its commitment to collaboration and ensuring that the necessary resources are in place to keep our community safe and secure.”- Nando Iannicca, Chair, Peel Police Service Board 

​“Peel Regional Police has worked tirelessly in implementing measures to address 911 wait times. We have made significant progress in reducing 9-1-1 wait times over the last year. This has enhanced our service delivery and ensure our residents are receiving the assistance they need during their time of crisis in Brampton and across Peel Region. Together with Mayor Brown, the City of Brampton, Peel Police Service Board and regional partners, we will continue to implement the resources required to meet our community safety needs.”- Nishan Duraiappah, Chief, Peel Regional Police ​​​​