Effective Date: March 22, 2026
This notice provides important information regarding the use of Voice over Internet Protocol (VoIP) telephone services provided by Tek-1 Telecom Inc. (“Tek-1 Telecom”). VoIP 9-1-1 service differs from traditional wireline 9-1-1 service. Please read this information carefully.
1. VoIP 9-1-1 Service Differences
VoIP 9-1-1 service may operate differently than traditional landline 9-1-1 services. Key differences include:
- Calls may be routed to a specialized call centre instead of the nearest public safety answering point (PSAP).
- Emergency operators may need to confirm your location before dispatching emergency services.
- Your call may be delayed or require manual transfer.
2. Requirement for Accurate Location Information
Customers must provide and maintain accurate service location information for each telephone number (DID). If your location changes, you must update your address with Tek-1 Telecom immediately. Incorrect or outdated address information may delay emergency response.
3. Internet and Power Dependency
VoIP services require:
- A working internet connection
- Electrical power
- Properly functioning network equipment
If internet connectivity or power is unavailable, VoIP 9-1-1 service may not function. Customers are encouraged to maintain alternative means of contacting emergency services.
4. Multi-Location Systems
For businesses with multiple locations or remote users: each device or telephone number must be registered with the correct physical address. Users should be trained to communicate their location to emergency operators when calling 9-1-1.
5. Softphones and Mobile Devices
If VoIP services are used on mobile devices, laptops, or softphone applications, the physical location associated with the phone number may not match the user’s actual location. Users must clearly provide their current location to the emergency operator.
6. Call Disconnection
Do not hang up when calling 9-1-1 unless instructed by the operator. Because VoIP calls may be routed differently, disconnecting may delay emergency response.
7. Customer Responsibilities
- Maintain accurate 9-1-1 location information
- Inform all users of the limitations of VoIP 9-1-1 service
- Ensure devices are properly configured
- Maintain backup communications where appropriate
Businesses must notify employees and users of these limitations.
8. Tek-1 Telecom Responsibilities
- Provide VoIP 9-1-1 service consistent with regulatory requirements
- Maintain systems designed to route emergency calls appropriately
- Assist customers in registering and updating location information
However, Tek-1 Telecom does not control:
- Internet service providers
- Power availability
- Third-party networks used to route emergency calls
9. Liability Limitations
VoIP 9-1-1 service is subject to the limitations described in the Tek-1 Telecom Master Services Agreement. Tek-1 Telecom shall not be liable for delays or failures in emergency response caused by:
- Internet outages
- Power failures
- Incorrect location information
- Network congestion
- Third-party carrier failures
10. Acknowledgment
By using Tek-1 Telecom VoIP services, customers acknowledge that they understand the limitations of VoIP 9-1-1 service. Customers agree to inform all users of the system of these limitations.
11. Questions
For assistance updating your 9-1-1 location information, please contact:
Tek-1 Telecom Inc.
service@tek1telecom.com
416-869-3972