911 and VOIP Terms and Conditions

In the consideration of the mutual covenants and agreements contained within this Service Schedule, and the Service Agreement, the Service Provider and the Customer hereby represent, warrant, covenant and agree as follows:

  1. VoIP Services - VoIP Services shall consist of those services as are provided through, and from time to time defined by, the Service Provider's third party VoIP hosting contractor (the "VoIP Host").
  2. VoIP Service Fees - In addition to the specific VoIP Service fees contemplated within this Service Schedule, the Customer shall be responsible for any and all additional VoIP service fees charged from time to time by the Service Provider, as noted within the Service Provider's fees schedule available on Service Provider's website. Such additional service charges shall be deemed to be additions to the total VoIP Fees payable under this Service Schedule.
  3. 9-1-1 Service
    • E9-1-1 vs. Basic 9-1-1 Dialing
    • When placing a call to emergency services with E9-1-1 or Enhanced 9-1-1, the customer's telephone number and location are automatically transmitted to the operator during the call. These two features (telephone number and location) are what make E9-1-1 "enhanced."
    • With Basic 9-1-1 (B9-1-1), the customer telephone number and location are not automatically transmitted to the operator trained to route the customer call to local emergency service (medical, fire, and law enforcement agencies). The attendant at the answering location verbally obtains the pertinent information that identifies the caller's need and physical location. The attendant then determines the appropriate agency and transfers the caller to that agency.
    • CCI Wireless provides a basic 9-1-1 type service.
  4. VoIP Service Schedule Update - VoIP Services, this Service Schedule and the VoIP Terms and Conditions contained herein, and any and all VoIP 9-1-1 service contemplated therein, are subject to periodic revision and update by the Service Provider including those due to directives, orders or other requirements imposed by the CRTC. Such revisions and updates shall be posted to and accessible upon the Service Provider's website. The information contained in this VoIP Service Schedule, and periodic revisions thereto, will be available on our web-site at www.cciwireless.ca.
  5. 9-1-1 Service Limitations - Basic 9-1-1 emergency service over a VoIP phone (Broadband Internet) has certain limitations compared to Enhanced 9-1-1 services available on traditional phones. It is important that the Customer understands and agrees to the conditions and limitations regarding 9-1-1 service outlined in this Service Schedule.
  6. 9-1-1 VoIP Service Conditions and Restrictions - Voice over Internet Protocol (VoIP) service connects through an Internet connection and not to a traditional telephone line. This is an important difference which affects the 9-1-1 Emergency Services available to the Customer. These differences include:
    • 9-1-1 emergency calling from within Canada is subject to the availability of 9-1-1 service at the caller's physical location. If 9-1-1 is not available from the Customer's physical location, directly contact emergency services such as the fire department, ambulance, or police;
    • The Customer's 9-1-1 calls will be routed to our emergency services operator who will verbally obtain the caller's current location and telephone number. The operator will then determine the appropriate emergency service agency and transfer the user's call accordingly. There may be an additional delay to transfer the Customer's emergency service call to areas not served by traditional 911 services.
    • The 9-1-1 caller is not to hang up unless told to do so by our operator or emergency service attendant. If the call is disconnected prematurely, the caller will need to call back to re-establish a connection with the emergency services.
    • If the caller is unable to speak, our operator will automatically dispatch emergency services to the address registered on file. As such, the Customer must ensure their registered address is kept current with CCI Wireless at all times; otherwise, emergency services personnel may not be able to locate the caller in an emergency.
    • If a 9-1-1 call is made from a location outside of Canada, our operator will advise the caller to hang up and find a local telephone line and dial the appropriate emergency services (which may not be 911).
  7. 9-1-1 Emergency Service Availability - 9-1-1 emergency service may be unavailable under the following conditions:
    1. 9-1-1 emergency service may not be available during a power outage;
    2. 9-1-1 emergency service is not available during a broadband Internet outage;
    3. 9-1-1 emergency service is not available if the Customer's VoIP service or Internet service is suspended or terminated; and
    4. 9-1-1 emergency service may be impeded by the Customer's Internet service provider. Power outages or other disruptions may require the Customer to re-set or reconfigure the VoIP equipment and service. The Customer will immediately notify the Service Provider of any change of address as to the location where the VoIP service is registered.
  8. 9-1-1 VoIP Service User Tips - The Customer, together with all other users or potential users, must be aware of the following user tips and advisories:
    1. In an emergency, dial 9-1-1 to reach an emergency centre operator;
    2. The Customer must ensure its location information is kept current with the Service Provider at all times. In case the caller is not able to speak during the 911, the call taker would dispatch emergency response vehicles to the Customer's last registered address. Remember that the Customer needs to update its 9-1-1 information if it moves the Customer's device to a different location and/or if the Customer adds a new line to its account. Regardless of what address the Customer registers, the emergency service dispatchers does not receive the Customer's phone number or physical location information when a caller places a 9-1-1 call;
    3. c. Do not hang up unless instructed by the call centre operator;
    4. d. If the caller gets disconnected, please redial 9-1-1. The operator, if they have the Customer's number, will also attempt to call the caller back;
    5. e. Ensure that the Customer's VoIP service and Internet service is configured and initialized correctly;
    6. f. Inform all other users and potential users of the limitations of VoIP 9-1-1 service and about these user tips; and
    7. g. Display the VoIP 9-1-1 warning sticker on the phone set or in a location that is clearly visible to all users and potential users.
    8. h. Fax Service cannot be guaranteed without installation of a site boss
  9. Alternate 9-1-1 Arrangements - If the Customer is not comfortable with the limitations of the VoIP 9-1-1 service, the Customer should arrange for an alternate means of accessing traditional 9-1-1 or E9-1-1 services or consider terminating its VoIP service.
  10. Limitations of Liability Regarding VoIP 9-1-1 Service Limitations - The Service Provider employs and relies upon third parties to assist us in routing emergency 9-1-1 calls to local emergency response centres and to a national emergency calling centre. The Service Provider hereby disclaims and is forever released from any and all liability or responsibility with respect to third parties' handling of 9-1-1 calls including, without restriction, whether or the manner in which calls using VoIP 9-1-1 service are answered or addressed by any emergency response centre(s). Customer hereby acknowledges and agrees that:
    1. a. the Customer understands and agrees that the Customer must communicate these conditions and limitations to all users and potential users of VoIP Services;
    2. b. the Customer has been advised, as part of this Service Schedule (and as part of the Service Agreement generally) by the Service Provider to comply with, and provide for compliance with, all 9-1-1 conditions, directives, tips and advisories;
    3. c. the Service Provider is not responsible or liable for any of the conditions described in this Service Schedule which may impede VoIP 9-1-1 service;
    4. d. the Customer understands the limitations of VoIP 9-1-1 services and assumes all liability and responsibility for the provision of emergency services and agrees to hold the Service Provider, its officers, directors, employees, or agents harmless from any injury or damage whether direct or indirect that may result from the use of VoIP 9-1-1 emergency calling or lack thereof.
  11. Waiver & Indemnity - Without restricting any of the foregoing, the Service Provider will not be liable for any delay or failure to provide the VoIP service, including 9-1-1 dialing, at any time or from time to time, or any interruption or degradation of voice quality that is caused by any of the following:
    1. an act or omission of an underlying carrier, service provider, vendor or other third party;
    2. equipment, network or facility failure;
    3. equipment, network or facility upgrade or modification;
    4. force majeure events such as (but not limited to) acts of God, acts of nature, strikes, fire, war, riot, acts of terrorism and government actions;
    5. equipment, network or facility shortage;
    6. equipment or facility relocation;
    7. service, equipment, network or facility failure caused by the loss of power to you;
    8. other impediment to usage of the Service caused by any third party;
    9. any act or omission by you or any person using the Service or Device provided to you; or
    10. any other cause that is beyond the Service Provider's control, including, without limitation, a failure of or defect in any device or equipment, the failure of an incoming or outgoing communication, the inability of communications (including, without limitation, 9-1-1 dialing) to be connected or completed, or forwarded. The Customer agreement that it shall defend, indemnify, and hold harmless the Service Provider, its officers, directors, employees, affiliates and agents and any other service provider who furnishes services to you in connection the VoIP Service, from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, legal fees and expenses on a solicitor and own client full indemnity basis) by, or on behalf of, you or any third party relating to the absence, failure or outage of the Service, including 9-1-1dialing , incorrectly routed 9-1-1 calls, and/or the inability of any user of the Service to be able to use 9-1-1 dialing or access emergency service personnel.
  12. Service Interruption - The Service Provider may interrupt the Services, including VoIP Services, at any time for any duration without notice or liability to inspect, install, replace, repair or perform maintenance on the equipment or facilities or for any required technical reasons.
  13. Changes Or Termination Of Rates And Plans - The Service Provider may at any time and without notice, change, modify or terminate any rates, plans or plan features, in whole or in part, including introducing new charges or fees. In the event of any such change, the Customer's continued subscription to the Services will be deemed to be acceptance of the change and the Customer will be responsible for paying all charges incurred for use of the Services, including charges resulting from the change or modification.
  14. Automatic-Dialing Announcing Devices - The Service Provider enforces all CRTC rules on Automatic- Dialing Announcing Devices ("ADAD") and unsolicited voice and facsimile calls made for the purposes of solicitation. The use of ADAD to make unsolicited calls for the purposes of solicitation, used to place calls to emergency lines or healthcare facilities is strictly prohibited. If you violate these restrictions or those posted by the CRTC the Service Provider may terminate the Service immediately.

Last modified: July 15, 2015

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