OTTAWA-GATINEAU – The CRTC told all companies selling voice over Internet protocol (VOIP) service that they must be diligent when it comes to telling customers what they can and can’t do with 911.
Today’s CRTC edict requires all local voice over Internet protocol (VoIP) service providers in Canada to provide specific notification to current and prospective customers regarding the availability, characteristics and limitations of their 911 and Enhanced 911 (E911) service. All local VoIP service providers will have to implement these requirements within 90 days of this decision.
Some of the notification requirements are:
* VoIP 911 service has certain limitations relative to E911 service that is available on most traditional telephone service (In some circumstances, E911, which automatically indicates the subscriber location on the emergency call, is not available to the emergency services);
* The circumstances in which 911 service would or would not be available (If the telephone number is from a locality different from the actual location, 911 may not be available or may have other limitations);
* The nature of the 911 service that is provided and on what conditions;
* Material differences between the 911 service that is provided and traditional E911 service;
* Measures that should be taken by a 911 caller as a result of such differences;
* 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 911 service; and
* Applicable limitations of liability.
This decision will ensure that all local VoIP service providers are fully informed on what is expected when fulfilling their notification requirements and avoid any possible misinterpretations.
On or before the 18 January, 2006, all local VoIP service providers must make this information available through various methods of communication, including television, radio, printed media, on line material, scripts for sales personnel, web sites, customer service agreements, terms of service, starter kits, installation software, and telephone set stickers.
Local VoIP service providers (which includes everyone from Bell and Rogers to Vonage and Primus) will have to communicate VoIP 911 service limitations to existing customers at least once per 12 month period.
While some providers have certain limitations, the facilities-based providers provide the same 911 service available from the incumbent telcos.
"All subscribers to local VoIP telephone services should inform themselves of the limitations of the 911/E911 service that may exist and should notify all other potential users of these limitations," said Richard French, vice-chairperson, telecommunications of the CRTC, in a release.
The local telephone network provides for two types of 911 service: Enhanced 911 (E911) service and Basic 911 service. Enhanced 911 service automatically sends customer location information to an emergency centre where an operator dispatches a response service. Basic 911 service connects the caller to a central call centre which then connects the call to the correct emergency response centre, at which point the caller must identify his or her location in order for an emergency response service to be dispatched.
In Emergency service obligations for local VoIP service providers, Telecom Decision CRTC 2005-21, the Commission directed the CRTC Interconnection Steering Committee (CISC) to develop standard notifications to be given to customers regarding any limitations that may exist with respect to 911/E911 service provided by a Canadian carrier offering local VoIP services by comparison to traditional E911 service.
Today’s decision is based on a final consensus report submitted by the CISC to the Commission on its recommendations. For the full CISC report, click here.
