ABC Communications | Mascon by TELUS

Subscriber 911 Acknowledgement

“A warning decal has been affixed to your ATA (Analogue Telephone Adapter) and we have provided you with a second decal to be affixed to your telephone set.” -- Per CRTC Decision 911 Information

Digital telephone service uses the internet, not a telephone line to connect a telephone call. Although this service acts the same as a traditional telephone and connects you to the Public Switched Telephone Network (PSTN), there are important factors for you to consider regarding the use of your digital telephone service for emergency calling. This is an important difference which affects the 911 emergency services available to you.

When placing a 911 call, the intermediate call centre (PSTN) operator has to verify that the calling number (your number) is still associated with the location registered with the service provider. The call is then transferred to the Public Safety Answering Point (PSAP). These differences include, but are not limited to, the following:

Please carefully read and acknowledge all information and instructions below:

  • 911 service will not be available due to power or broadband failure at your location, broadband provider location or our servers' location. Following a power failure or disruption, you MAY need to reset or reconfigure your service prior to using the service including 911 dialing.
  • Service outages, suspensions or terminations of broadband service or ISP will prevent all service, including 911 dialing.
  • 911 Emergency calling from within Canada or the United States is subject to the availability of 911 services at the caller’s physical location.
  • If 911 is not available from your physical location, directly contact emergency services such as the fire department, ambulance, or police using the direct dialed number for your location.
  • 911 dialed emergencies will be routed to a bilingual Emergency Services Call Centre Operator who will speak with you to determine your exact location and telephone number. You will be required to provide your name, telephone number and address to the call centre operator. The operator will confirm your location information from the information you have provided to your service provider when you purchased and arranged for your VoIP service. The operator will then route your call to the Emergency Services Operator at the PSAP serving your geographic location. You should be prepared to confirm your address and call-back number with the PSAP operator. Do not hang up unless told directly to do so. If disconnected, you should immediately dial 911 again.
  • 911 Emergency service may not be available during a power outage. Power outages or other disruptions may require the VoIP equipment to be reset or reconfigured.
  • 911 Emergency service is not available during a broadband internet outage.
  • 911 Emergency service is not available if your digital telephone service or internet service is suspended or terminated.
  • 911 Emergency service may be impeded by your internet service provider (ISP). You, as the subscriber of the service, must notify your provider of any address changes. Emergency Service Personnel will be sent to your last registered address should you be unable to speak during the 911 call. Service address updates become valid within 24 hours.
  • You, as a subscriber of the service, must notify all residents and/or guests who may be permitted to use your telephone service of the differences between your 911 service and traditional 911 or E 911 dialing.

Using 911

When faced with an emergency situation, remain calm.

Determine what has happened and ask yourself the following:

  • “What must I do? Is assistance needed right now to protect life or property?”
  • If the answer is yes, dial 911 immediately and tell the operator what is happening. 
  • Provide your name, telephone number and address to the operator. The operator will confirm your location from the information he/she has on their screen. Once confirmed, you will be transferred to the appropriate PSAP for your physical location.

 Once you have been transferred, the PSAP dispatcher will require:

  • The location where assistance is needed, your name and phone number. 
  •  If you are calling for someone else at a different location, be sure to make that known to the dispatcher.
  •  The nature of the emergency.

If a Police Emergency

What happened? Which way did the suspect(s) leave? Suspect description.

Was a vehicle used? Type of vehicle and colour. Be as specific as possible. Avoid using "left or right." Instead use "north, south, east or west."

If a Fire or Medical Emergency

Describe any obstacles that could prevent rescue crews from reaching the scene or victim. For example, if the victim is locked in a house or electrical lines are down around the scene.

Keep your information factual. Do not exaggerate the situation. Tell the dispatcher what you know. If you don’t know, say you are not sure.

Helpful Hints

Always listen to the dispatcher for guidance. Let the dispatcher ask the questions, as they have a certain way of handling each type of call.

Sometimes the questions may be asked more than once to clarify the information.

Each question has a reason for being asked. No one is deliberately stalling or delaying the emergency response.

The questions the dispatcher asks are for your safety as well as those attending the scene or address. Just because they are questioning you does not mean help is not on the way. Information is entered into a computer and can be dispatched by another operator. Police officers or emergency response personnel may arrive while you are talking to the dispatcher. Remain on the line until told to hang up.

If you have children, make sure they know their phone number and address. You never know - your children may need to call 911 for you some day.

Limitations of Liability

We employ third parties to assist us in routing 911 calls to local Emergency Response Centres. We disclaim any and all liability or responsibility in the event such third party data used to route calls is incorrect or yields an erroneous result.

Neither ABC Allen Business Communications Ltd. nor its Partners, Officers and Employees may be held liable for any claim, damage or loss, and you hereby waive any and all such claims or cause of action, arising from or relating to the 911 dialing service unless such claims or causes of action arose from our gross negligence, recklessness or willful misconduct. You shall defend, indemnify and hold harmless  ABC Allen Business Communications Ltd., its Officers, Directors, Employees, Affiliates and Agent Partners and any other service provider who furnishes service to you in connection with the service, from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, legal fees and expenses) by, or on behalf of, you or any third party relating to the absence, failure or outage of the service, including 911 dialing, incorrectly routed 911 dialed calls, and/or the inability of any user of the service to be able to use 911 dialing or access emergency service personnel.

Alternate 911 Arrangements

If you do not understand and agree with the limitations of the digital telephone 911 service, you should consider alternate means of accessing traditional 911 or E911 service.

IN WITNESS WHEREOF, as a subscriber of Voice Link Digital Telephone Service as provided by ABC Allen Business Communications Ltd. I acknowledge that I have read and fully understand the Limitations and Conditions to which the Emergency 911 Service is provided and that I agree to use the Services as outlined.