Emergency / 911 Limitations

  • Client acknowledges that Panasonic Canada Inc. (PCI) utilizes voice over Internet protocol (“VoIP”) for the delivery of local voice services. This is an important difference from traditional wireline local services and affects the quality and nature of 9-1-1 services available. As a result, the VoIP 9-1-1 services provided by PCI have certain limitations compared to Enhanced 9-1-1 services (“E 9-1-1”) available for most wireline local services. These differences include, but are not limited to:
    1. a bilingual call centre agent will answer the 9-1-1 emergency call, request the caller’s location and the emergency service required and route the call to the 9-1-1 public service answering point (“PSAP”) serving the location provided by the caller;
    2. unlike tradition E 9-1-1 service, the caller’s location information and phone number will not be automatically delivered to the VoIP 9-1-1 call centre and call control features that provide the PSAP agent with control over the line on which the 9-1-1 emergency call is made;
    3. the caller’s location and telephone number may not be automatically transmitted with the 9-1-1 emergency call. The caller must be able to verbally communicate his/her location to the call centre agent.
    4. if the caller is unable to speak, the 9-1-1 operator may assume that the caller is at the last registered address for the local voice service. Customers need to keep their location information current with PCI.
    5. VoIP 9-1-1 emergency calls made from locations outside of Canada cannot be completed by the call centre agent. The caller will be told to use an alternate service to VoIP 9-1-1.
    6. Traditional wireline 9-1-1 are not available in all locations within Canada. VoIP 9-1-1 services within Canada are subject to the availability of traditional wireline 9-1-1 service at the caller’s physical location. If 9-1-1 is not available from User’s location, User should contact emergency services such as fire, police or ambulance directly.
    7. VoIP 9-1- 1 service will not function if the COH or CPE is not configured properly or if Client’s Service is not functioning for any reason.
    8. VoIP 9-1-1 service will not be available during a power outage and will be unavailable during a broadband Internet outage.
    9. VoIP 9-1-1 services will not be available if Service is suspended or terminated.
    10. VoIP 9-1-1 calls from PCI’s local voice service will take longer to be connected to the emergency authority than those made from a traditional wireline phone.
    11. Client understands the 9-1-1 limitations of PCI’s local voice services and Client acknowledges that it is their obligations to make all other Users, or potential Users, of the Service aware of these limitations.
    12. If Client maintains an analog line it may be possible to route 9-1-1 calls through this line and the above differences will not exist.
  • Callers to VoIP 9-1-1 should:
    1. be prepared to provide their physical location, call back number and the nature of the emergency; and
    2. ensure that they do not hang-up, whether the call was dialed intentionally or accidentally, and stay on the line to provide details to the operator
  • If the Client does not understand or does not agree with the limitation of VoIP 9-1-1 services, then Client should consider alternative arrangements to provide access to traditional 9-1-1 or E 9-1-1 services. 9-1-1 services are mandatory on local voice services. PCI’s 9-1-1 service will be provisioned on all applicable Services. Any alternate arrangement will be in addition to PCI’s applicable Service.
  • The Client understands that it is their obligation to ensure that all Users are aware of the limitations of VoIP 9-1-1 services. The Client understands the limitation of VoIP 9-1-1 services and assumes all liability and responsibility for the provision of emergency services and agrees unless told to by the 9-1-1 call centre agent. If a caller is disconnected they should redial 9-1-1.to hold PCI, its officers, directors, employees and agents harmless for any injury, death or damage whether direct or indirect that may result from : (1) the VoIP 9-1-1 service provided by PCI (including but not limited to situations of unavailability of 9-1-1 as described in these terms and conditions and incomplete or incorrect address information provided by the Client); (2) Client’s failure to obtain access to conventional 9-1-1 service as part of a telephone line subscription from another telephone company under separate agreement; or (3) Client’s failure or delay in utilizing conventional 9-1-1 service.