Canada Internet VoIP uses the Internet, not a telephone line to connect a call. Although Canada Internet VoIP acts the same as a telephone. There are important factors for you to consider regarding the impact of your Canada Internet VoIP service on your emergency calls. If you dial 911, you will automatically be routed to a specialized call centre that handles emergency calls. This call centre is different from the Public Safety Answering Point (PSAP) that would answer a traditional emergency call. You will be required to provide your name, telephone number and address to the call centre operator. The call centre operator will confirm your location information and then transfer your 911 call to the emergency response centre nearest your location. You should be prepared to confirm your address and call-back number with the operator. Do not hang up unless told directly to do so and if disconnected, you should dial 911 again.

THERE ARE 911 ACCESS LIMITATIONS

911 Service will NOT be available if your Internet connection is down or your Canada Internet VoIP service is not available, e.g. in the case of a power failure. 911 Service may not be available when calling from outside Canada.

If you change the address from which you use your Canada Internet VoIP service, your access to 911 Service will change and will not work properly. Upon any move to a new address, or change of use of your Canada Internet VoIP service, immediately advise Canada Internet by logging onto the Client Care Portal http://www.myvoipadmin.com/mem/index.php or by contacting a Customer Service Representative.

You should ensure that your Canada Internet VoIP usage location information (the address you stated as the location of use when you registered) is kept current at all times. In case you are not able to speak during the 911 call, the call taker would dispatch emergency response vehicles to your last registered address. Remember that you need to update your 911 Dialing information if you move your device to a different location and/or if you add a new line to your account.

USER SUGGESTIONS

• Make sure that you and all other potential users of the service understand and are aware of the 911 access limitations.
• During a power outage or during an Internet outage your 911 Service will not be available. It is always a good idea to have a backup power supply, such as UPS for such circumstances;
• Keep your location information current with Canada Internet. If you do not keep your information current, and you are not able to speak during a 911 call, the emergency operator may assume that you are at the last registered address;
• Be prepared to confirm your location and call-back number with the operator who answers the 911 call since the operator may not have this information;
• During the 911 call, do not hang up until told to do so, and call back if you get disconnected.