9-1-1 Emergency Calling – 

Terms of Service

1. Nature of VoIP 9-1-1 Service

Our service supports 9-1-1 calling, but it works differently than traditional wireline 9-1-1 service. By using our VoIP service, you acknowledge and agree to these differences and limitations.

2. Providing Location Information

• When you dial 9-1-1 from your VoIP phone, your call will first be routed to a third-party emergency call centre.

• You must be prepared to provide and confirm your address and location with the operator.

• If you are unable to speak, the operator may not automatically know your location.

3. Service Limitations

VoIP 9-1-1 service may not function in the following circumstances:

• Power outages

• Internet service disruptions

• If your VoIP adapter or phone is disconnected or malfunctioning

• If you use the service outside of Canada

• If you have not kept your address information up to date with us

4. Limitation of Liability

We are not responsible for:

• Delays in routing your 9-1-1 call

• Inaccurate location information provided to emergency responders

• Service interruptions caused by power failure, Internet outage, or technical issues outside our control

By using our service, you agree that we are not liable for any claims or damages arising from the inability to access 9-1-1 services.

5. Customer Responsibilities

You agree to:

• Provide accurate and current address information for your service location and update it promptly if you move.

• Inform all household members, guests, and other potential users of your VoIP phone about the differences and limitations of VoIP 9-1-1 service.

• Affix the supplied warning sticker to your VoIP telephone in a visible location.

• Maintain an alternative means of accessing 9-1-1 (such as a mobile phone or landline) in case of service interruption.

6. Additional Information

For more information about VoIP 9-1-1 service and your responsibilities, please visit:
CRTC – VoIP and 9-1-1