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VoIP 9-1-1 Emergency Calling Policy v2025.10

Effective Date: October 7, 2025 | Supersedes any prior versions | Posted at https://www.diallog.com/911 (or successor URL) | Archives available on request per TOS Section 1.6 (Archives).

  1. Overview

Diallog Telecommunications Corp. (“Diallog”, “we”, “us”, “our”) provides VoIP-based Services (as defined in TOS Section 2 (Definitions)), including SIP Trunking, Hosted PBX, and residential VoIP. These Services offer Basic 9-1-1 (or, where available, Enhanced/Next-Generation 9-1-1 with limitations), which differ from traditional landline (PSTN) Enhanced 9-1-1. This Policy, incorporated by reference into the TOS (Section 1.3 (Incorporation)), explains these differences to ensure safe use. Capitalized terms follow TOS Section 2 (Definitions).

You must inform all users (e.g., employees, household members, guests) of these limitations and your obligations. Failure to do so is your responsibility; Diallog disclaims liability per TOS Section 8 (Warranties, Liability & Indemnities).

Updates: Material changes will be posted and notified per TOS Section 1.4 (Rolling updates & notice); continued use constitutes acceptance.

  1. How VoIP 9-1-1 Works
  • Basic 9-1-1 Routing: Calls route to a national emergency operator who verbally confirms your location and transfers to the local Public Safety Answering Point (PSAP). No automatic location or callback number transmission unless configured for Enhanced/NG9-1-1 (availability varies by area and setup).
  • Enhanced/NG9-1-1 (Where Available): May provide automatic location/callback, but limitations apply (e.g., during migrations per TOS Section 5 (Provisioning, Service Changes, and Modernization) or nomadic use). Test with non-emergency numbers where possible. Use PSAP non-emergency numbers and follow local guidance before any test call.
  • Enhanced NG9-1-1 rollout: NG9-1-1 rollout is ongoing under CRTC directives; availability varies by region; auto-location is improving but limitations persist—test regularly. Use PSAP non-emergency numbers and follow local guidance before any test call.
  • Verbal Location Requirement: Always provide your exact location verbally—delays may occur without it.
  1. Key Limitations Compared to Traditional 9-1-1

VoIP 9-1-1 may not function like landline services:

  • Dependency on Power and Connectivity: Requires working electricity, Internet/access, and CPE (TOS Sections 5.7 (Power, Internet & Backup), 6.11 (No waiver)). Outages (power, network, Force Majeure per TOS Section 6.5 (Force Majeure (including upstream carrier events)) disable 9-1-1.
  • Location Inaccuracy: No automatic geolocation; nomadic/remote calls (e.g., via apps) may misroute or fail, especially outside Canada or in unsupported areas (TOS Section 10.10 (9-1-1 address association)).
  • Delays and Routing: Calls may take longer to connect; operator transfer adds time. Non-voice devices (e.g., fax, alarms per TOS Section 5A.2 (Analog Devices & Special Lines)) may not work reliably.
  • Modernization Impacts: During upgrades (TOS Section 5 (Provisioning, Service Changes, and Modernization)), 9-1-1 remains core but may require adapters or reconfiguration without auto-location.
  • Other: Silent calls (no verbal info) can’t be routed; TTY/text-to-911 may be unavailable.

See the Business Services Schedule (“BSS”) for business code-mandated lines (e.g., elevators per TOS Section 6.9 (9-1-1 limitations (summary))); Residential Services Schedule (“RSS”) Section F (9-1-1 for Residential VoIP (Summary)) for consumer redundancies. For Business Services (per the BSS), ensure code-mandated lines (e.g., elevators) comply with authorities (TOS Section 6.9 (9-1-1 limitations (summary))). For Consumer Services (per the RSS), maintain household awareness (RSS Section F (9-1-1 for Residential VoIP (Summary)).

  1. Your Obligations

To ensure effective 9-1-1:

  • Maintain accurate service/emergency locations in your portal/account (TOS Section 10.10 (9-1-1 address association)); update promptly for moves/changes.
  • Place warning labels on devices and inform users/guests of limitations (TOS Sections 5.A5 (9-1-1 & User Notices) and TOS Section 6.9 (9-1-1 limitations (summary)).
  • Test 9-1-1 periodically (non-emergency) and provide backups (e.g., landline, LTE device, charged mobile). Use PSAP non-emergency numbers and follow local guidance before any test call.
  • For critical sites, maintain redundant paths (e.g., POTS-replacement over LTE per TOS Section 6.9 (9-1-1 limitations (summary))).

Non-compliance shifts all risks to you; indemnify Diallog per TOS Section 8.8 (Customer indemnity).

  1. Recommendations for Safety
  • Use traditional landlines for emergencies when possible.
  • Keep a charged mobile or battery-backed alternative handy.
  • For businesses, designate emergency contacts and train staff (BSS context).
  • Consumers: Inform family/guests (RSS Section F (9-1-1 for Residential VoIP (Summary)).
  1. Liability Disclaimer

Diallog provides VoIP 9-1-1 on a best-effort basis but disclaims all warranties (TOS Section 8.1 (No warranties)). We are not liable for any damages, costs, claims, losses, or expenses (including indirect, special, consequential, incidental, economic, or punitive) arising from 9-1-1 limitations, interruptions, delays, errors, or failures, except to the extent directly caused by our gross negligence and subject to TOS Section 8 (Warranties, Liability & Indemnities) limits.

This includes issues from user errors (e.g., outdated locations), third-party factors (e.g., upstream providers per TOS Section 6.5 (Force Majeure (including upstream carrier events)), or modernization (TOS Section 5 (Provisioning, Service Changes, and Modernization)).

  1. Interpretation; Cross‑References. This Policy incorporates TOS Section 1.7 (Interpretation; headings; cross‑references; applicability to Schedules/Policies). Any cross‑reference in this Policy (including to the TOS, BSS, RSS, AUP, Privacy Policy, or any SLA) will be interpreted per TOS Section 1.7, such that if a number and title conflict, the title governs, and references include successor sections.
  1. Questions?

Contact us at 1-888-443-3876 or support@diallog.com. For complaints, see TOS Section 12.15 (Contact information) or RSS Section I.8 (Complaints & escalation (CCTS))).

This Policy supplements TOS Section 6.9 (9-1-1 limitations (summary)); in conflicts, precedence per TOS Section 1.5 (Precedence).

To review an archived copy of prior Diallog 911 Policy, please visit https://diallog.com/prior-911/