Ottawa fire official urges families to share 9-1-1 with new Canadians and elderly relatives
Ottawa Fire Services rescued a woman from a townhouse fire after her neighbours called 9-1-1. A fire official said many new Canadians do not know Canada's emergency number and urged families to include elderly and newcomer relatives in their fire escape plans.
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Ottawa Fire Services rescued an elderly woman from a townhouse fire on October 25 after her neighbours called 9-1-1. CTV News reported on October 28 that the woman had not called 9-1-1 herself because she did not know it was Canada's emergency number.
The fire was at a two-storey townhome in the 1400 block of Heatherington Road near Albion Road North. Ottawa Fire Services received the first calls at around 10:40 a.m. Firefighters working in zero-visibility conditions found the woman on the second floor and brought her out. Her injuries were not life-threatening.
She called her son, not 9-1-1
CTV News reported that Ottawa Fire Services public information officer Nick DeFazio said the woman saw smoke coming through her bedroom vents but called her son instead of 9-1-1. Her son did not answer. Her neighbours saw the smoke and called 9-1-1. Firefighters arrived within four minutes.
"Five more minutes and this would have been a different story," DeFazio said, according to CTV News.
DeFazio said the rescue shows why families should go over emergency plans with elderly relatives and newcomers to Canada who may not know about 9-1-1.
Many countries use different emergency numbers
CTV News reported that DeFazio explained that emergency numbers vary by country. Europe and parts of Africa and southeast Asia use 1-1-2. The United Kingdom and some African countries use 9-9-9. Someone new to Canada may have used one of those numbers in their previous country and not know about 9-1-1.
What to do in a fire
According to CTV News, Ottawa Fire Services said:
- Call 9-1-1 and stay on the line. Dispatchers relay your location directly to responding firefighters.
- If you cannot get out, keep doors closed to stop smoke from spreading, block the door bottom and vents with towels, and open a window for air.
- Firefighters always search a home twice, even when neighbours say nobody is inside.
Ottawa Fire Services also has a fire escape plan worksheet on ottawa.ca. Residents can find it at ottawa.ca/en/fire-and-emergency-services/community-safety/home-fire-safety.
Questions this story answers
What happened at the Heatherington Road fire on October 25?
CTV News reported that Ottawa Fire Services received multiple 9-1-1 calls about heavy black smoke at a townhome in the 1400 block of Heatherington Road near Albion Road North at around 10:40 a.m. on October 25, 2026. Firefighters working in zero-visibility conditions found an elderly woman on the second floor and brought her outside. Ottawa Fire Services said her injuries were not life-threatening.
Why did the woman not call 9-1-1?
CTV News reported that Ottawa Fire Services public information officer Nick DeFazio said the woman had seen smoke but called her son instead of 9-1-1 because she did not know that 9-1-1 is Canada's emergency number. Her son did not answer. Her neighbours called 9-1-1, and firefighters arrived within four minutes. DeFazio said it was a close call: five more minutes would have changed the outcome.
Why do some people in Ottawa not know to call 9-1-1?
CTV News reported that DeFazio said many countries use different emergency numbers. In Europe and parts of Africa and southeast Asia, the number is 1-1-2. In the United Kingdom and some African countries, 9-9-9 is used. People who are new to Canada may not know that 9-1-1 is the number to dial here, and Ottawa Fire Services is asking families to make sure elderly relatives and newcomers know.
What should I do if I am trapped in a building fire?
CTV News reported that Ottawa Fire Services said to call 9-1-1 and stay on the line with dispatchers, who will relay your location to firefighters as they respond. If you cannot get out, keep doors closed to stop smoke from spreading, block the bottom of the door and any vents with towels, open a window and breathe fresh air. Ottawa Fire Services said firefighters always search every home twice.
What should a fire escape plan include?
According to CTV News, which cited Ottawa Fire Services, a fire escape plan should cover all the exits in your home, how to reach them from every room, and where everyone meets once safely outside. DeFazio said families should go through this plan not just with children but with elderly relatives and anyone new to Canada who may not be familiar with local emergency services.
How quickly did Ottawa firefighters respond to the Heatherington Road fire?
CTV News reported that Ottawa Fire Services responded to the Heatherington Road fire within four minutes of neighbours calling 9-1-1. DeFazio said that rapid response, combined with firefighters doing two searches of the home, is what saved the woman's life.
Where is Heatherington Road in Ottawa?
Heatherington Road is in Ottawa's south end, near Albion Road North. The fire on October 25, 2026 was at a two-storey townhome in the 1400 block, according to CTV News. Ottawa Fire Services received the first calls at around 10:40 a.m. and found the woman on the second floor of the unit that was on fire.
Who can I contact for fire safety resources in Ottawa?
Ottawa Fire Services has a fire escape plan worksheet on ottawa.ca, which CTV News cited in its coverage of this incident. Residents can also call Ottawa Fire Services with questions about fire safety.
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