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Privacy and Security
Transparency

Voice over Internet Protocol (VoIP) 9-1-1 Service

What is a VoIP telephone service ?

VoIP stands for Voice over Internet Protocol. A VoIP telephone service is essentially a telephone service that uses a technology for communicating called Internet Protocol (IP), instead of traditional analog systems. VoIP can be provided either over the public Internet or using a private communication network that is owned by an organisation and is not accessible to the general public.

All VoIP services are considered Local VoIP services unless the VoIP call is made from one computer to another computer and/or does not use regular telephone numbers.

Does Local VoIP service provide the same level of emergency 9-1-1 service as “traditional” phone service?

The type of Local VoIP service determines the type of 9-1-1 service provided:

Fixed VoIP service

With a Fixed VoIP service a subscriber can only make calls from a fixed address.  A Fixed VoIP service is normally provided over a private communication network and not over the Internet.

A Fixed VoIP service provides the same Enhanced 9-1-1 service as “traditional” wireline telephone service.  Having a known fixed address enables the service provider to automatically provide the emergency response operator with the 9-1-1 caller’s telephone number and address.

Nomadic VoIP service

Nomadic VoIP service is provided over the internet.  With a Nomadic VoIP service a subscriber can get access to telephone services by using any high speed internet speed connection from any location. As a result, this limits the ability of the Nomadic VoIP service provider to determine the location of 9-1-1 callers. 

All Nomadic VoIP services provide Basic 9-1-1 service. This Basic 9-1-1 service connects the subscriber to a central call centre, at which point the caller is requested to identify his or her location, the central call centre then connects the call to the emergency response centre that serves that area. The emergency response centre then dispatches Police, Fire or Ambulance depending on the nature of the emergency.

What are the Local VoIP service providers 9-1-1 obligations ?

• All Local VoIP service providers are required to provide 9-1-1 service. (Telecom Decision CRTC 2005-21)
• Nomadic VoIP Service providers are required to provide the notification on the availability, characteristics and limitations of their 9-1-1 service to their subscribers, both initially at service commencement and at least once a year during service provision. (Telecom Decision CRTC 2005-61)
• Nomadic VoIP Service providers are required to obtain express customer consent that the customer understands the limitations of their 9-1-1 service. (Telecom Decision CRTC 2005-21)

What are the VoIP 9-1-1 notification requirements ?

The VoIP 9-1-1 notification is required to inform Nomadic VoIP service subscribers of the availability, characteristics and limitations of the service provider's 9-1-1 service. Subscribes are advised to contact their Service Provider for any clarifications of the 9-1-1 notification.

The notification must indicate that:

1. VoIP 9-1-1 service has certain limitations relative to E9-1-1 service that is available on most “traditional” telephone service.
2. The circumstances in which 9-1-1 service would or would not be available;
3. The nature of the 9-1-1 service that is provided and on what conditions;
4. Material differences between the 9-1-1 service that is provided and traditional E9-1-1 service;
5. Measures that should be taken by a 9-1-1 caller as a result of such differences;
6. The obligation of the subscriber to the VoIP service to inform all users and potential users of the VoIP service of the nature and limitations of the 9-1-1 service; and
7. Applicable limitations of liability.

VoIP 9-1-1 User Tips

Each VoIP service provider is required to provide user tips to reflect the availability, characteristics and limitations of its 9-1-1 service.

For Nomadic VoIP service that is provide over the internet and only provides Basic 9-1-1 service the user tips are:

• VoIP 9-1-1 service has certain limitations relative to Enhanced 9-1-1 service that is available on most traditional telephone service;
• to be prepared to confirm your location and telephone number with the operator who answers the 9-1-1 call since the operator may not have this information;
• that 9-1-1 service may not be available during a power outage and will be unavailable during a broadband Internet outage;
• the necessity of ensuring that your location information is kept current with your VoIP service provider since the operator may assume that you are at the last registered address if you are not able to speak during a 9-1-1 call;
• to not hang up until told to do so, and to call back if you get disconnected; and
• to ensure that you understand any 9-1-1 limitations of your VoIP service and that you make sure all other potential users of the service are aware of these limitations.