9-1-1 notice: read this before you use our phone lines

How 9-1-1 on an internet phone line differs from a landline

On a traditional landline, a 9-1-1 call goes straight to the nearest emergency response centre. On an internet (VoIP) phone line, the call may first go to a third-party service provider, which sends it on to the emergency response centre, automatically or by hand.

Because an internet phone can be moved from place to place, and for technical reasons, the emergency operator may not have your name, your location or how to reach you.

When a 9-1-1 call can fail or be delayed

An internet phone line needs a paid-up account, a working internet connection and power. A 9-1-1 call may fail, drop or be delayed:

• during a power outage at your business;
• during a network or internet outage, including when the network is congested;
• if your phone service is suspended or disconnected, for example for non-payment;
• if you move a desk phone, or use a softphone app, at an address other than the one on file, since the operator may be told the wrong location;
• while your number is being transferred from or to another provider, which can briefly disrupt service, 9-1-1 included.

What to do

• Say where you are. On every 9-1-1 call, tell the operator your location and how to reach you right away. Don't assume they can see it.
• Keep your 9-1-1 address up to date. We give the emergency operator the address on file for your line. If you can't speak, they may assume you're at that address, so update it whenever a phone moves.
• Keep another way to call. Keep a cellphone or another phone service handy for power or internet outages.
• Don't hang up. Stay on the line until the dispatcher tells you to hang up. If the call drops, call back right away.
• Tell your staff. Everyone who might call 9-1-1 from your lines needs to know these limits. Put a 9-1-1 sticker on every desk phone where people can see it.

You confirm these limits before service starts

The CRTC asks phone providers to tell customers about these limits and to get their express consent before phone service starts.

Before we turn on a phone line, you'll read this notice and confirm that you understand the 9-1-1 limits. The line isn't turned on until you do.

Read our guide: VoIP and 9-1-1, what Canadian businesses should know