The tragic death of a Burlington man is raising serious questions about Ontario’s 911 system after a disconnected emergency call wasn’t properly followed up. These concerns come at a time when our province’s emergency services are already under significant strain.
James Montesano, a 65-year-old grandfather and longtime Burlington resident, died in his home after placing a 911 call that somehow disconnected. His family discovered his body days later, launching them into a nightmare no family should endure.
“My father should still be here,” says Maria Montesano, his daughter. “When someone calls 911, there should be protocols to make sure help arrives, even if the call drops.”
According to Halton Regional Police, the call was received, but dispatchers couldn’t reconnect after it dropped. What remains unclear is why no officers were sent to check on the caller – a standard procedure for disconnected emergency calls in most jurisdictions.
The family is now demanding answers about what went wrong. They’ve obtained phone records confirming the 911 call was placed, but say they’ve received little explanation about why help never arrived.
This incident points to potential gaps in our emergency response systems. Last year, the Auditor General of Ontario highlighted concerning trends in 911 service delivery across the province, noting staffing shortages and increasing call volumes putting pressure on the system.
“Emergency services are the lifeline for Ontarians in crisis,” explains Dr. Michelle Lee, an emergency management specialist at Toronto Metropolitan University. “When that system fails, we need transparent investigations to prevent future tragedies.”
The Ministry of the Solicitor General, which oversees emergency services in Ontario, has acknowledged the incident but declined detailed comment while an investigation is underway.
Meanwhile, similar concerns have emerged elsewhere. In Toronto last month, residents reported longer-than-expected wait times when calling 911. The Toronto Police Service attributed these delays to a combination of high call volumes and staffing challenges.
For the Montesano family, statistics and explanations provide little comfort.
“We’re talking about basic expectations,” Maria adds. “You call for help, someone should respond. Period.”
As our communities continue growing, ensuring reliable emergency services becomes increasingly critical. The provincial government recently announced investments to modernize the 911 system, including implementing Next Generation 911 services to improve location accuracy and allow text messaging to emergency services.
However, these technological improvements won’t address all systemic challenges. Experts point to the need for better staffing models, clearer protocols for disconnected calls, and more robust accountability measures.
The Montesano family has started meeting with legal representatives to explore their options, but their primary goal remains getting answers and preventing similar incidents.
“This isn’t just about our family anymore,” Maria says. “It’s about making sure no one else experiences what we’ve gone through.”
As this investigation unfolds, it serves as a sobering reminder of what’s at stake when emergency systems fail. For most of us, calling 911 is a rare, last-resort action taken in moments of extreme need – when that call goes unanswered, the consequences can be devastating.
I’ll be following this story closely as more details emerge about the investigation and potential changes to emergency response protocols throughout Ontario.
