Telecom - Staff Letter addressed to Claude DeBellefeuille (Member of Parliament for Beauharnois-Salaberry-Soulanges Huntingdon)
Gatineau, 6 February 2026
Reference: 8000-C12-202306407
BY EMAIL
Mme Claude DeBellefeuille
Member of Parliament for Beauharnois-Salaberry-Soulanges Huntingdon
Claude.DeBellefeuille@parl.gc.ca
Subject: 9-1-1 service in MRC du Haut-Saint-Laurent
Madame DeBellefeuille,
Thank you for your letter dated 5 February 2026, in which you describe situations where 9-1-1 calls were not routed to the nearest 9-1-1 call centre. Like you, the Canadian Radio-television and Telecommunications Commission (CRTC) takes the safety of Canadians seriously and is concerned about the reports shared in your letter.
9-1-1 is a bridge that connects Canadians to emergency services in times of need. Federal, provincial, territorial, and municipal governments, as well as telecom providers, all play a role in ensuring that Canadians can access 9-1-1 services. The CRTC’s role is to regulate the telecom providers that connect 9-1-1 calls to the 9-1-1 call centres that initiate an emergency response. The operations of 9-1-1 call centres, first responders, and their official language(s) of service, are determined by the relevant provincial, territorial, or municipal government.
In limited circumstances, cellphone calls placed near the border of one province may connect to a cell tower in the province on the other side of the border. In such a circumstance, a 9-1-1 call may be routed to the 9-1-1 call centre that is closest to the cell tower. This can lead to situations where a call placed in Quebec is received by a call centre in Ontario, as you describe. All parties need to prioritize the safety of Canadians and ensure that 9-1-1 calls are routed appropriately.
CRTC staff have forwarded your letter to Canada’s largest cell providers and the Canadian Telecommunications Association to ensure that your concerns are brought to their attention. We have also asked cell providers to report back to us on positive steps that they are taking to address incorrect routing going forward.
Your letter also notes issues associated with transferring a 9-1-1 call between 9-1-1 call centres. The operations of 9-1-1 call centres are the responsibility of provincial, territorial, and municipal governments and, as such, this is an issue that lies outside the CRTC’s jurisdiction.
Again, we thank you for your letter and share your concern about these important issues. You may also wish to contact telecom providers and the relevant provincial and municipal governments directly for further action.
Yours sincerely,
Leila Wright
Vice-President, Telecommunications Sector
Canadian Radio-television and Telecommunications Commission (CRTC)
c.c.:
Marc Miller, Minister of Canadian Identity and Culture
Vicky Eatrides, President and Chief Executive Officer, CRTC
Adam Scott, Vice-Chair, Telecommunications, CRTC
Stéphanie Paquette, Commissioner, Quebec, CRTC
Sahra Boonstra, Chief, Communications and External Relations, CRTC
Sylvie Tourangeau, Mayor of Saint-Anicet
Yves Métras, Prefect for the MRC du Haut-Saint-Laurent Regional Council
Pierre Caza, Director General and Secretary-Treasurer of the MRC du Haut-Saint-Laurent
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