9-1-1 Services Agreement (Canada)

E‑MetroTel Canada Inc. is deeply concerned about the safety and well-being of our customers. We require you to read this information about our 911 Services very carefully, and confirm that you have done so by acknowledging so prior to making your purchase.

911 Services Agreement

The License Agreement entered into with E‑MetroTel Canada Inc. ("E‑MetroTel") provides for E‑MetroTel to deliver 911 Services for emergency purposes as part of providing Voice Services. 

Accordingly, the location of your phones will be automatically entered into the E‑MetroTel system based on the address you provided for your main calling number, so originally you do not need to enter this information.

If you have phones at more than one location, then you will need to provide E‑MetroTel with one or more additional unique phone numbers that can be used to identify each of the additional locations and configure your system to send a one of those unique phone numbers on calls to 911 from those additional locations.

If a call is placed to 911 from any of your phones, it will be sent to a National Emergency Call Centre ("NECC") to be answered by an operator who will confirm the location information of the call and the call-back number, and you will be asked if you need assistance. If assistance is required or if there is no response to the operator's inquiry, the call will immediately be transferred to the Public Safety Answering Point ("PSAP") nearest to the location from which the 911 call originated and emergency services will be dispatched.

This differs slightly from the 911 service available in most locations in conjunction with traditional telephone service where a 911 telephone call is sent directly to the nearest PSAP, along with the address and call-back number from which the 911 telephone call was made.

It is very important to note that, if you choose to move a phone to a location different from its original location, upon dialing 911 the caller will still be asked by the operator for confirmation of location and call-back number and if assistance is needed, however, if the caller is unable to respond, emergency services will be dispatched – but to the address where the phone was registered, and not to where it is currently located. Should you wish to move a phone to a location different from its original location you must update the new phone location with E‑MetroTel to ensure emergency response is dispatched to the correct location. Please contact your E‑MetroTel sales representative or [email protected] should you wish to move location of a phone.

How to Use the 911 Services

The person who places a 911 telephone call should:

  • Be prepared to confirm the address and call-back telephone number with the operator at the NECC.  This is crucial if the 911 telephone call was made using WiFi, VoIP-Phone or “Soft Phone” as, in these cases, regardless of what location the phone is registered for, the emergency response personnel will not receive the location information or the call-back number. Of course, if the phone has been relocated and E‑MetroTel has not been advised of the new location it is also crucial in order to correct the phone location and have emergency services dispatched to the correct location.
  • Remain on the phone and not hang up unless directly instructed to do so by the operator at the NECC, and, if the call is disconnected, dial 911 again.
  • Understand that the 911 Service will not function in the event of a power or broadband outage or other technical problems, or if the broadband, ISP or E‑MetroTel 911 Services is cancelled or suspended.

Terms of Service of the 911 Services

The licensed party agrees to:

  1. Ensure the phone location information provided to E‑MetroTel is kept current at all times.
  2. Know and accept that the 911 Services provided by E‑MetroTel as part of Voice Services does not function the same way as the traditional telephone 911 service, and inform persons present at each of the premises of this fact.
  3. Understand that, in order to route 911 telephone calls to the appropriate PSAP, the premises where phones are located must be within the boundaries of a PSAP serving area where E‑MetroTel has established its 911 Services.
  4. Understand that, following a disruption in telephone service or 911 service, the system may need to be reset or reconfigured prior to being able to again utilize the 911 Services.
  5. Understand and agree that the 911 Services provided by E‑MetroTel is available only on E‑MetroTel approved equipment or devices.
  6. Affix an E-MetroTel designed sticker to each VOIP phone warning callers to 911 to be prepared to provide or confirm their current address/location, and that they may visit this web-site for additional information regarding their 911 service at any time. Stickers may be printed using Avery 22805 compatible labels using this downloadable pdf document: E-MetroTel_Canada_911_Stickers.
  7. Understand and accept that E‑MetroTel does not have any control over whether, or the manner in which 911 calls are answered or addressed by the NECC or any PSAP, and that, accordingly, E‑MetroTel disclaims all responsibility for the conduct of local emergency response centres and the NECC. Additionally, E‑MetroTel relies on third parties to assist E‑MetroTel in routing 911 calls to an NECC and a PSAP, and disclaims any and all liability or responsibility in the event such third party data used to route 911 calls is incorrect or yields an erroneous result.
  8. Understand that E‑MetroTel, its directors, officers, employees and agents cannot be held liable for any claim, damage or loss arising out of the use of the 911 Services unless caused by gross negligence, recklessness or willful misconduct of E‑MetroTel and that the user of the 911 Services agrees to defend, indemnify and hold harmless E‑MetroTel, its directors, officers, employees and agents and any other service provider that furnishes services in connection with the 911 Services from any and all claims, losses, damages, fines, penalties, costs and expenses, including legal fees and disbursements, by, or on behalf of, the user or any third party relating to the absence, failure or outage of the 911 Services, including 911 dialing, incorrectly routed 911 telephone calls and/or the inability of any user of the 911 Services to be able to use the 911 dialing or access to emergency service personnel.