Important information about 911 service

Although it offers the aspect of a classic telephone service in addition to adding several advantages, the VoIP telephony of ID LOGIC Telecom differs from it by its mobility which allows any subscriber to carry his telephone device or to use a softphone to call via a wired or wireless internet connection, wherever he is on the planet.

These and other important factors have impacts on 9-1-1 service and your emergency calls that you should consider.

We want to make sure that you are aware of the important differences between the operation of VoIP 9-1-1 service and traditional 9-1-1 service. Here’s what you need to know.

DESCRIPTION

VoIP service allows you to make or receive phone calls over the Internet to or from the public switched telephone network. VoIP phone calls, while similar in appearance to traditional phone calls, come with their own limitations and conditions. You acknowledge and agree that differences exist between traditional telephone service and VoIP telephone service, including the absence of traditional 9-1-1 emergency service.

9-1-1 SERVICE

The following provisions describe the differences and limitations relating to 9-1-1 emergency calls, and you hereby acknowledge and understand the differences set forth below between traditional 9-1-1 service and VoIP 9-1-1 service with respect to 9-1-1 calls made using your VoIP line.

MAKE 9-1-1 CALLS

When you make a 9-1-1 emergency call, the VoIP service will attempt to automatically route your 9-1-1 call, through a third party 911 service provider, to the Public Safety Answering Point (PSAP) that corresponds to the address on your subscription record for the outgoing number used.

However, due to the limitations of VoIP telephone services, your 9-1-1 call may be routed to a different location from where your call would be routed by traditional 9-1-1 service.

For example, your call may be transferred to a third party who specializes in handling emergency calls. This call center is different from a traditional 9-1-1 call where your contact information is automatically displayed.

Therefore, you may need to provide your name, address and telephone number to the call center operator.

TRANSMISSION OF YOUR CONTACT DETAILS

The VoIP service will attempt to automatically provide your contact information to the PSAP dispatcher or emergency service operator, along with the name, address and telephone number from your subscription record. However, for technical reasons, the receiving dispatcher may not be able to record your name, phone number and location.

Therefore, when you make a 9-1-1 emergency call, you must immediately tell the dispatcher the address of your location (or the location of the emergency, if different). If you are unable to speak, the dispatcher may not know where you are if the contact information in your subscription file is not up to date.

ACCURACY OF INFORMATION

You are required to provide and update your contact information (including your name, home address and telephone number). If you do not provide your correct address, or if your contact information has recently changed or has not been updated, 9-1-1 calls may be routed to the wrong emergency call center.

REAL-TIME ADDRESS CHANGES ID LOGIC

Télécom transmits additions or changes to your 9-1-1 address in real time to its specialized call center via its Web portal. ID LOGIC Télécom was one of the first nomadic telephone service providers to deploy the address self-management services required by the CRTC.

INTERRUPTIONS

Since the dispatcher may not have your number and contact information, you should not interrupt your 9-1-1 emergency call until the dispatcher allows you to do so. If you accidentally lose the call, call back immediately.

COMMUNICATION SET-UP TIME

For technical reasons, including network congestion, a 911 emergency call may produce a busy signal, or take longer to establish than a traditional 911 emergency call.

9-1-1 CALLS MAY NOT WORK

For technical reasons, it may not be possible to make 9-1-1 VoIP emergency calls, or service may be restricted, in the following situations, but not limited to:

A failure of the service or your service access device;

If your System Access Device ceases to function or is not properly configured, or if your VoIP service does not function properly for any reason, including power failure, VoIP service interruption, service suspension or disconnection due to billing issues, network or internet congestion, or network or internet failure due to power, network or internet failure ;

You may need to reboot or reconfigure the system access device before you can use VoIP service, including 9-1-1 emergency calls;

Change of location – if you install your system access device in a location other than the one indicated in your subscription details or in your subscription file with ID LOGIC.

We recommend that you have a backup telephone service (such as a cell phone) on hand to increase the reliability of your access to emergency service in the event of a service interruption.

INFORM OTHER USERS

You are required to inform, and you agree to inform, any user or prospective user of your VoIP Service of the nature and limitations of 9-1-1 emergency calls made using the VoIP Service, in accordance with this Agreement.

REPLACEMENT SERVICES

If you are uncomfortable with the limitations of 9-1-1 emergency calls, ID LOGIC Télécom recommends that you cancel your VoIP subscription or consider an alternative solution to access traditional 9-1-1 emergency service.

LIMITATION OF LIABILITY

In accordance with its “Terms and Conditions”, ID LOGIC Télécom disclaims all responsibility for its 9-1-1 service. It is therefore important that our subscribers carefully read, understand and put into practice the following.

SOME TIPS

Make sure you understand the limitations of the 9-1-1 service and make them known to all potential users of your telephone services.

Be prepared to give your address and callback number to the 9-1-1 operator. Indeed, the operator may not have this information in hand.

Don’t forget to affix the warning stickers provided by ID LOGIC Télécom in a visible place on your telephone sets.

9-1-1 service will not be available during a power outage or Internet service failure. Therefore, it is recommended to prepare for such circumstances by installing a backup power source such as an uninterruptible power supply (UPS) or an alternative telephone device such as a cell phone.

Make sure you always provide ID LOGIC Telecom with your most recent contact information so that if you are unable to speak during a 9-1-1 call, for example, the emergency operator will not send help to a previous address that you have not updated in your ID LOGIC Telecom file.