Important message for subscribers
Durham Region 9-1-1 is re-issuing a public safety advisory to residents. Customers subscribing to VoIP (Voice over Internet Protocol) telephone services may not be aware of certain limitations in accessing their local 9-1-1 during an emergency.
VoIP uses broadband internet connections instead of traditional telephone network. Some VoIP users could encounter dangerous delays when making 9-1-1 calls.
Traditional land line based 9-1-1 system calls are routed directly to the appropriate local 9-1-1 (PERS) Public Emergency Reporting Service where Police, Fire and/or Ambulance are dispatched. Each 9-1-1 call in this traditional system provides automatic address and telephone number information to ensure emergency personnel will find callers, even if they are unable to speak. This is Enhanced 9-1-1.
These Enhanced 9-1-1 features are not available with VoIP telephone service. With the internet based phone systems, 9-1-1 calls go first to a third party call center operator, before being transferred to 9-1-1 PERS based on information users provide when they sign up for their service. That could mean the callers may be inadvertently sent to the wrong dispatch centre, especially if their personal information has not be updated with their internet service provider.
Possible 9-1-1 limitations when using VoIP:
· the VoIP service operator may send a request for emergency service to the wrong 9-1-1 Centre or a non-emergency line causing potential delay in response,
· if the caller is unable to speak, or if the call is disconnected, the operator may not have automatic location information to give to 9-1-1 Call-takers,
· access to 9-1-1 service for VoIP customers may not be available during a power failure or if the internet connection is disrupted,
· VoIP services do not have to enlist the use of a Language Line interpretation service as is currently used by the Durham Region 9-1-1 Centre,
· if the consumer moves and retains the VoIP service, they must ensure their address information is updated with their VoIP service provider
Consumers must be aware of these limitations when choosing VoIP service. Research any potential VoIP service provider you are considering contracting with to ensure you have all the facts about their service and their 9-1-1 capabilities and limitations.
Durham Regional Police, Durham EMT (Ambulance) and local Fire Services want to ensure their residents have direct and immediate access to 9-1-1 - when seconds count.
For further information, please call the 9-1-1 Manager, Theresa Virgin at 905 579-1520 extension 6485, or 1-888-579-1520 extension 6485.
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