September 2025 Update
We’re pleased to share our monthly update highlighting key activities at E-Comm as we enhance our services for first responder partners and the public. View the PDF version of this update here.
Non-emergency call volumes increase, service levels remain high
Non-emergency call-taking achieved strong service performance in the Lower Mainland at 83%, and on Vancouver Island at 84% (target: 80% calls answered within three minutes). Non-emergency call volumes rose compared to last year (+7% in the Lower Mainland, +2.5% on the Island).
Fewer abandoned non-emergency calls
The rate of abandoned non-emergency calls in the Lower Mainland dropped to 11% as compared to 18% in 2024. Our new contact centre, which provides estimated wait times and call-back options for callers, is a key factor in the decrease. Of those callers who request a call-back, 82% are successfully reached and able to file a report.
E-Comm reassumes 24-hour non-emergency service for Delta Police
The Delta Police have transitioned all of their non-emergency call-taking back to E-Comm as of August 6, 2025. The reintegration went smoothly and is not expected to impact service levels.
New Vancouver Island dispatchers, 911 operators
Four police call takers at our Vancouver Island call centre (ECVI) successfully completed classroom training to become dispatchers. ECVI will also welcome six new 9-1-1 Queue operators in August.
Busy shifts for operations staff during Annual Celebration of Light
Our operations team was busy responding to a variety of calls during this summer’s Celebration of Light fireworks events. We work closely with partners including Vancouver Police to ensure a safe event for all.
Next Generation 9-1-1 preparations continue
Our project team is preparing for the phased launch of NG9-1-1 over the coming months. We now have a dedicated website landing page to share public resources and increase awareness of NG9-1-1 through ecomm911.ca/ng911.
2026 Levy Letters
E-Comm has shared its preliminary 2026 levy forecast with partner agencies, which are based on E-Comm’s current financial model. E-Comm paused engagement on its new financial model earlier this year, awaiting recommendations from the provincial independent review, but remain committed to resume progress on this important work as quickly as possible once we receive these recommendations.
Back-to-school 9-1-1 public education
E-Comm shared safety tips and resources for parents and children for how to identify an emergency and call for help when needed.
Past Updates
September 2025 – Partner Update
July 2025 – Transformation Update
July 2025 – Partner Update
June 2025 – Partner Update
May 2025 – Partner Update
April 2025 – Partner Update
March 2025 – Partner Update
February 2025 – Transformation Update
January 2025 – Partner Update
Annual Report & Financial Statements
Previous Annual Reports
2023
2022
2021
2020
2019
2018
2017
Historical information can be provided upon request via [email protected].