VoIP telephone service and 9-1-1
Some background...
Voice over Internet Protocol (VoIP telephone service) allows customers to make voice calls using an internet connection instead of a regular (or analog) phone line. VoIP phone service may also be referred to as Broadband phone, VON (Voice on Net), internet phone or net phone, among others.
Access to traditional 9-1-1 services may be compromised when using a VoIP telephone service, and as such Strathcona County Emergency Services would like to encourage consumers to fully understand the traditional 9-1-1 access limitations that VoIP service may have.
Limitation of VoIP service
- Emergency calls made on land lines are answered by local 9-1-1 operators and automatically have addresses and phone numbers attached to them, making it easier to dispatch an ambulance or other emergency vehicle. However, 9-1-1 calls made with VoIP may or may not have 9-1-1 capabilities.
- 9-1-1 services are provided, as per the Canadian Radio-television and Telecommunications Commission (CRTC) direction, the call is routed to a third party call centre. These calls cannot be automatically tracked because there is no physical address linked to the signal and often extra time is required to process the calls.
- With a traditional landline telephone service, your address is automatically updated when you move. When using a VoIP system, it becomes the responsibility of the customer to ensure the address registered with the service provider is accurate and current.
- Power failure or disrupted internet connections can also disconnect access to 9-1-1 services.
More details...The 2005 CRTC decision on 9-1-1 emergency service for VoIP service providers is available at http://www.crtc.gc.ca/archive/ENG/Decisions/2005/dt2005-21.htm.
Tips for VoIP Customers
- Verify that you can access 9-1-1 with your phone. Check your service provider's website for emergency calling features.
- Be sure to keep your address current with your VoIP provider.
- If the power is out, your VoIP service may be out too. Consider purchasing a back up power supply.
- If you travel with your VoIP adapter, be sure to update your location with your service provider. The time it takes to process the update can vary considerably; therefore, when traveling, if you need 9-1-1 service, use another phone.
- Inform children, babysitters, the elderly and visitors about your VoIP service.
- Post your address and call-back number near your phone.
- It is a good idea to know what police, fire or ambulance department is responsible for your 9-1-1 call and provide that to the the 9-1-1 operator (e.g. Strathcona County).
- Consider keeping a land line phone for accessing 9-1-1 emergency services.
Further information
emergencyservices@strathcona.ab.ca
780-467-5216
Last updated: Monday, February 22, 2010
Page ID: 2316