October 20th, 2005
OTTAWA-GATINEAU -- The Canadian Radio-Television and Telecommunications Commission (CRTC) issued a decision today that 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 9-1-1 and Enhanced 9-1-1 (E9-1-1) service. All local VoIP service providers will have to implement these requirements within 90 days of this decision.
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 will be required to make this information available through various methods of communication, including television, radio, printed media, on line material, scripts for sales personnel, websites, customer service agreements, terms of service, starter kits, installation software, and telephone set stickers.
Local VoIP service providers will have to communicate VoIP 9-1-1 service limitations to existing customers at least once per 12 month period.
"All subscribers to local VoIP telephone services should inform themselves of the limitations of the 9-1-1/E9-1-1 service that may exist and should notify all other potential users of these limitations," said Richard French, Vice-Chairperson, Telecommunications of the CRTC.
E 9-1-1 and 9-1-1 Service
The local telephone network provides for two types of 9-1-1 service: Enhanced 9-1-1 (E9-1-1) service and Basic 9-1-1 service. Enhanced 9-1-1 service automatically sends customer location information to an emergency centre where an operator dispatches a response service. Basic 9-1-1 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.
Background
In Emergency service obligations for local VoIP service providers, Telecom Decision CRTC 2005-21, 4 April 2005, 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 9-1-1/E9-1-1 service provided by a Canadian carrier offering local VoIP services by comparison to traditional E9-1-1 service. Today's decision is based on a final consensus report submitted by the CISC to the Commission on its recommendations.
The CRTC
The CRTC is an independent, public authority which was established to sustain and promote Canadian culture and achieve key social and economic objectives by regulating and supervising Canadian broadcasting and telecommunications in the public interest. As an expert tribunal it takes into account the wants and needs of Canadian citizens, industries and various interest groups. The CRTC is governed by the Broadcasting Act and the Telecommunications Act and reports to Parliament through the Minister of Canadian Heritage.
Reference documents:
Information Sheet - Specific customer notification requirements for local VoIP service providers regarding 9-1-1 service
CRTC Telecom Decision 2005-62 [.htm] [.pdf]
ESWG Consensus Report ESRE039D Customer Notification Issues re: 9-1-1 calls on VoIP, 21 July 2005" (See CRTC Telecom Decision 2005-62) [.htm] [.pdf]
CRTC Telecom Decision 2005-21 [.htm] [.pdf]
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