EMS Chiefs of Canada Issue Warning about 9-1-1 Internet or Cable-based Phones
May 2, 2008 · Print This Article
The EMS Chiefs of Canada are advising Canadians to make sure they know how to reach 9-1-1 when considering the use of Internet, or cable-based telephone service.
Internet-based telephones are also known as a Voice over Internet Protocol (VoIP) or broadband telephones. The phones look and function much like traditional telephones but use a high-speed internet connection to make and receive calls. VoIP phones are required to have access to 9-1-1 services, but 9-1-1 service features and functionality are different depending on the service provider.
It is critical for Canadians to know that using voice-over Internet protocol (VoIP) phones on high-speed “Net” connections isn’t as direct as using a land line and might not automatically connect 911 callers to their nearest emergency centre.
Those who already have a VoIP telephone should ask their service provider about its 9-1-1 service. Do not make a test call to 9-1-1 on your phone.
When an emergency occurs, call 9-1-1 and tell the Emergency Communications Officer the city/rural area name, where you are currently located and phone number. Always listen carefully, answer the questions and wait for further instructions.
Possible 9-1-1 limitations when using VoIP:
- The VoIP service operator may send a request for emergency service to the wrong 9-1-1 Centre or a non-emergency line causing a potential delay in response.
- If a caller is unable to speak, or if the call is disconnected, the operator may not have automatic location information to give 9-1-1 call-takers.
- Access to 9-1-1 service for VoIP customers may not be available during a power failure or if the internet connection is disrupted.
- VoIP services may not enlist the services of a language line interpretation service as currently used in several 9-1-1 centres across Canada.
For more information visit the following sites:
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