9-1-1 Emergency Service Notice

VoIP 9-1-1 EMERGENCY SERVICE NOTICE

Version: 911-NOTICE-EN-v1.2

PLEASE READ CAREFULLY

This notice describes important differences and limitations associated with 9-1-1 emergency calling through Telephonica’s Voice over Internet Protocol services. You must provide this information to every employee, user, visitor or other person who may use the Services.

1. HOW 9-1-1 WORKS WITH VOIP

Telephonica’s Services operate through an Internet connection. They may be used from a fixed location or, through Telephonica applications and compatible devices, from different locations.

Depending on the telephone number, service configuration and location, a 9-1-1 call may be routed directly to a public safety answering point or may first be answered by a specialized third-party emergency call centre.

For nomadic or non-native VoIP service, the emergency operator will normally ask for your current location and callback number before transferring the call to the appropriate public safety answering point. If your location cannot be confirmed, the registered emergency service address associated with your service may be used.

VoIP 9-1-1 service therefore operates differently from traditional wireline 9-1-1 service.

Text messages to 9-1-1 are not supported through Telephonica messaging or SMS services. To reach emergency services, place a voice call.

2. KEEP YOUR EMERGENCY SERVICE ADDRESS CURRENT

You must provide an accurate physical emergency service address for each telephone number, service location or user identified in the Portal as requiring an address.

Each telephone number that is used as an outbound telephone number (caller ID) with the Services must have its own valid emergency service address registered in the Portal. Users of Telephonica desktop or mobile applications must update the emergency service address before using the application from a different location.

You must update the emergency service address before using the Services from a different location. Updating your ordinary billing or contact address does not necessarily update your emergency service address.

Do not assume that an address change is active until the Portal or Telephonica confirms the update. If you are unsure which telephone number or emergency address applies to an extension, device or location, contact Telephonica before using that device.

If the registered emergency service address is missing, incorrect or out of date, your call may be delayed or emergency services may be sent to the wrong location.

3. PROVIDE YOUR CURRENT LOCATION AND CALLBACK NUMBER

When placing a 9-1-1 call through the Services, immediately provide the operator with:

• your current physical location;
• the location of the emergency, if different;
• your callback telephone number; and
• the nature of the emergency.

Do not hang up until the operator tells you to do so. If the call is disconnected, call 9-1-1 again immediately. The emergency operator may also attempt to call you back.

Do not test 9-1-1 service by calling 9-1-1. If you wish to test emergency calling, contact Telephonica to arrange a test.

4. WHEN 9-1-1 MAY FAIL, BE UNAVAILABLE OR BE DELAYED

A 9-1-1 call through the Services may fail, be unavailable, be disrupted or take longer to connect in circumstances including:

• a power outage or failure of backup power at your location;
• an Internet outage, slowdown or network congestion;
• failure, damage or incorrect configuration of your telephone, application, local network, router or other equipment;
• an incorrect, incomplete or outdated emergency service address;
• use of the Services from a location other than the registered address;
• use of an extension, device or outbound telephone number that is not associated with a valid emergency service address;
• network maintenance or a failure involving Telephonica or a third-party carrier;
• suspension, disconnection, termination or incomplete activation of the Services; or
• use of the Services outside Canada, where Canadian 9-1-1 service may be unavailable and local emergency-calling procedures may be different.

Calls from a telephone number that has no registered emergency service address, or from an extension with no assigned telephone number, may be routed to the intermediate call centre without any location information or may not be completed.

If the Services are suspended for non-payment, 9-1-1 and 9-3-3 calls can still be placed while the suspension lasts. If the Services are stopped for non-payment or terminated, no call can be placed from Telephonica devices or applications, including 9-1-1 calls, and you must use another means of reaching emergency services.

If you cannot complete a 9-1-1 call through the Services, immediately use another available means of contacting emergency services.

5. MAINTAIN AN ALTERNATIVE MEANS OF CALLING

You are responsible for ensuring that users have reasonable access to an alternative means of contacting emergency services, such as a mobile telephone or traditional wireline telephone.

You must inform employees, users and visitors where the alternative telephone is located and how emergency services can be reached if Telephonica’s Services are unavailable.

6. INFORM USERS AND DISPLAY WARNING LABELS

You must inform every person who may use the Services about the limitations described in this notice.

Telephonica will provide or make available a printable warning label stating:

ATTENTION

VoIP 9-1-1 service has important limitations. When calling 9-1-1, be prepared to provide your current address or location and callback number.

For more information, visit: telephonica.ca/911

You agree to place the warning label on or near every fixed telephone used with the Services and to provide equivalent notice to users of Telephonica applications and other software-based devices.

7. LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law and subject to the limitations of liability contained in the Agreement, Telephonica is not liable for a failure, unavailability, disruption or delay of a 9-1-1 call resulting from the limitations described in this notice, including an incorrect or outdated emergency service address or circumstances outside Telephonica’s reasonable control.

Nothing in this notice excludes or limits liability for bodily or moral injury, for material injury caused by intentional or gross fault, or for any other liability that cannot lawfully be excluded or limited.

This notice forms part of the Agreement. If another provision of the Agreement conflicts with this notice concerning emergency calling, this notice governs.

ACKNOWLEDGMENT

By selecting “I Agree” in the Portal before activation, you confirm that:

• you have read and understood this notice;
• you understand that VoIP 9-1-1 service differs from traditional wireline 9-1-1 service;
• you will maintain accurate and current emergency service addresses;
• you will inform all users of the Services about these limitations;
• you will display or distribute the warning notice as required;
• you will maintain a reasonable alternative means of contacting emergency services; and
• you are authorized to provide this acknowledgment on behalf of the Client.

If you do not agree, activation of the Services cannot proceed.

Printable warning labels / Étiquettes d’avertissement à imprimer

Print this page, cut out the labels and place one on or near every phone used with Telephonica services.
Imprimez cette page, découpez les étiquettes et placez-en une sur chaque téléphone utilisé avec les services de Telephonica, ou à proximité.