PDF Print E-mail


9-1-1 emergency calling over the Service does not work the same way as traditional wireline 9-1-1 emergency calling. When someone dials 9-1-1 using the Service, such a 9-1-1 emergency call will be subject to the following limitations:

(a)    the 9-1-1 call will be routed to a third party call centre agent designated by About Communications (the “Operator”); The use of a call centre increases delays related to handling of 9-1-1 emergency calls and thus increases the risk to the individual in an emergency calling situation;

(b)   The Operator will automatically be provided with Customer’s address and telephone number as, and if, provided to About Communications by the Customer. The caller must also orally provide the Operator with Customer’s address, telephone number and all other necessary information. Once the caller has successfully provided the Operator with the relevant address and all other necessary information, the Operator will attempt to route the call to the appropriate Public Safety Answering Point (PSAP) which serves the address the caller has provided;

(c)    If the caller disconnects the 9-1-1 emergency call, neither the Operator nor the PSAP will be able to trace the caller’s location;

(d)   The 9-1-1 emergency call may not be handled by the PSAP in the same way as traditional wireline 9-1-1 services. For example, the call may be delivered to the PSAP utilizing 10-digit administration numbers as opposed to the PSAP’s main 9-1-1 lines. Calls handled this way may not be given the same priority as normal 9-1-1 calls;

(e)    9-1-1 emergency calls made from locations outside of Canada or from a location within Canada not serviced by 9-1-1 cannot be completed by the Operator. The caller will be told to use an alternate service to dial 9-1-1;

(f)    If there is a power outage, such outage will prevent all elements of the Service, including 9-1-1 emergency calling, from working.  The Customer may choose provide a system to prevent the loss of power at their a dedicated location. In the case of a Dynamic Site, preventing the loss of power at the location may not prevent all elements of the Service, including 9-1-1 emergency calling, from working;

(g)   If the Service utilizes an Internet connection and the public Internet for a Dynamic Site, there is a greater possibility of network congestion, other types of service outages and/or reduced speed in the routing of a 9-1-1 emergency call as compared to traditional wireline 9-1-1 emergency calling.


User Obligations In Respect of 9-1-1 Emergency Calls:

(a) to inform any persons with access to the Service being provided to Customer of the 9-1-1 emergency calling limitations set forth in this Agreement; and

(b) that when installing or moving the location of a Service  telephone from one address to another, Customer will always make sure that Customer records the current address and telephone number in a location easily visible from each telephone connected to the Service so that it can be communicated to the Operator and the PSAP by any potential user of the Service in an emergency.


Indemnity In Respect of 9-1-1 Emergency Calls:

Without limiting the indemnification obligations in About Communication’s general terms of service, Customer further agrees to indemnify and hold About Communications, its officers, directors, employees, suppliers and agents harmless from any and all third party claims or actions arising out of any misrouted, blocked and/or delayed 9-1-1 emergency calls made using the Service being provided to Customer.


Last Updated on Tuesday, 18 June 2013 06:15