Enhanced 9-1-1 (E9-1-1) is a service that provides additional information to 9-1-1 operators about your location when making an emergency call from a mobile phone. In the event that you are unable to provide the operator with information about your location, Enhanced 9-1-1 services can assist.

E9-1-1 Location Accuracy

Providing accurate information about your location can be impacted by the region you’re in, the mobile device you’re using and environmental factors such as terrain, weather, and foliage.

To improve the accuracy of your location for 9-1-1 operators, we use a combination of mobile network information and GPS coordinates provided by your device.

Three main methods are employed to determine your location for 9-1-1 operators:

  • GPS Only: When your mobile device can receive GPS information from four or more satellites, this location is relayed to the 9-1-1 operator. GPS provides the most accurate information about your location within approximately 50 metres.
  • GPS + Mobile Network: When your mobile device can only receive GPS information from three or fewer satellites, this information is paired with coordinates of the mobile network tower that your call is connected to approximate your location. Using mobile network triangulation and some GPS data it is estimated that your location can be approximated with 600 metres.
  • Mobile Network Only: When GPS is unavailable, your location is determined based on the coordinates of the mobile network tower that your call is connected to approximate your location. Using only mobile network information, your location may only be approximated within kilometres.

While GPS information provides the most accurate information about your location, it may only be available when you are outside. Indoor GPS signals may experience interference from building materials, especially when away from a window. If you are in a multi-story building, all three methods will be unable to provide the 9-1-1 operator with information about which floor you are located on. If you are moving, it will be more difficult to determine your location.

If you move after you’ve placed the 9-1-1 call, emergency services may not be able to locate you. When roaming on Nationwide networks or on mobile networks outside of Canada, your mobile network connectivity is provided one of our partners who may not offer E9-1-1 services.

To learn more about, visit Canada's E9-1-1 service.

Your Privacy

Your location information is only used when calling 9-1-1 from your mobile phone. Shaw does not track or store any information about your location. In the event that your location is required to assist in an emergency, information is provided directly to the 9-1-1 emergency operators and response units and is not shared with anyone else.

Important Information When Calling 9-1-1

When calling 9-1-1 it is important to keep the following in mind:

  1. Always provide your name, wireless phone number and the location you are calling from
  2. It's important to speak clearly
  3. Stay on the line for as long as the 9-1-1 operator requires. Calls to 9-1-1 are free so take all the time that you need.
  4. Leave your handset turned on after hanging up in case the 9-1-1 operator needs to call you back
  5. Please do not program 9-1-1 into your speed dial. This can lead to accidental calls that take up valuable emergency resources.
  6. Calling 9-1-1 on your wireless device is subject to the same limitations as all wireless calls. If you are underground or too far away from a wireless antenna, the quality of your call may be affected, or you may not be able to connect to the network.

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