Peel– Peel Regional Police, along with the Ontario 9-1-1 Advisory Board are warning consumers who are considering buying or have already purchased Internet-based telephone service to be aware of certain technical 9-1-1 limitations.

 

Voice over Internet Protocol (VoIP) is a telephone service that connects calls to the internet as a means of communicating with other telephones. The VoIP system is becoming increasingly popular because it is less expensive to rent and make long distance calls. The traditional 9-1-1 system, which is based on the use of landlines, provides that the emergency call will be directed to the correct 9-1-1 Centre and provide automatic address and telephone information. This is not guaranteed with the VoIP system.

 

Here are some of the limitations of VoIP services during an emergency:

 
 
VoIP has two types of telephone services: Nomadic (no fixed address) and Non-nomadic (having a fixed address linked to the telephone and the internet connection).
 
 
Nomadic telephones and some fixed telephones (depending on the provider) calling 9-1-1 must connect first to a third party call centre and that call centre must then re-direct it to the appropriate 9-1-1 centre.
 
 
The VoIP service provider’s call centre may be sending your emergency call to a non-emergency telephone number, which will result in delays and could have serious consequences.
 
 
If the caller is unable to speak or the call is disconnected, the call centre may not be able to determine the address of the emergency.
 
 
If your service provides enhanced 9-1-1, delivering location information to the 9-1-1 centre, it will be the information that you registered with your VoIP service provider. The routing to the appropriate 9-1-1 centre is also based on the information you provided as part of your registration process. Please ensure it is correct and update it when your locations change.
 
 
When using some VoIP services automatic location information is not provided to the 9-1-1 centre.
 
 
9-1-1 Service is not available if your Internet connection is down.
 
 
9-1-1 Service is not available if there is a power failure.
 
 

Consumers are strongly urged to consider these facts and ask the following questions before subscribing to a VoIP service:

 

Will I be able to dial 9-1-1?

 

Do you provide enhanced 9-1-1? (telephone number and address)

 

Will my 9-1-1 calls go directly to the local 9-1-1 centre?

 

Will my address information be presented to the 9-1-1 centre?

 

Public Safety is a priority to both the Peel Regional Police and the Ontario 9-1-1 Advisory Board. Consumers should contact their VoIP telephone service providers to clarify the options and restrictions of their products pertaining to access to 9-1-1. VoIP service providers are required to advise consumers of the limitation of their service in regards to accessing 9-1-1.

 

For further information, please click on the following links www.oab911.ca   or www.peelpolice.ca .

Released by the Region of Peel Police on May 3, 2008 at 16:15