ARCHIVED -  Telecom Order CRTC 99-893

This page has been archived on the Web

Information identified as archived on the Web is for reference, research or recordkeeping purposes. Archived Decisions, Notices and Orders (DNOs) remain in effect except to the extent they are amended or reversed by the Commission, a court, or the government. The text of archived information has not been altered or updated after the date of archiving. Changes to DNOs are published as “dashes” to the original DNO number. Web pages that are archived on the Web are not subject to the Government of Canada Web Standards. As per the Communications Policy of the Government of Canada, you can request alternate formats by contacting us.


Telecom Order


Ottawa, 15 September 1999


Telecom Order CRTC 99-893


On 30 July 1999, Optel Communications Corporation (Optel) filed an application under Tariff Notice 3, for approval of proposed revisions to its General Tariff (CRTC 21240) for 9-1-1 Emergency Response Service (ERS).


File No.: Tariff Notice 3


1.Optel noted in its application that it has based its proposed 9-1-1 ERS tariff on MetroNet's approved 9-1-1 tariff.


2.The Commission notes that Optel's tariff for 9-1-1 ERS follows the provision in MetroNet's tariff for Metro Alberta 9-1-1 ERS. Given that Optel, at the current time, will be operating in the province of Ontario, the Commission considers that various changes and/or corrections to Optel's tariff are required to ensure that the terms and conditions in the tariff are appropriate for the provision of ERS in Ontario.


3.In light of the foregoing, the Commission orders that:


1. The proposed tariff revisions are approved on an interim basis, with the following amendments:


a) In Article 1, add the following definition:


"SAG": Street Address Guide. A list that contains street names, number ranges, and extended municipality name within Optel's 9-1-1 serving area.


b) Replace Article 2, Service Description, with the following:


2.1 9-1-1 Emergency Reporting Service (9-1-1 ERS) is provided under the terms of the Tariff to Optel's end user subscribers connected to Optel's network by any of Optel's Exchange Services. The Service is available to municipalities and/or other governments (Municipality), subject to the availability of suitable facilities. The service provides for the transport of 9-1-1 dialled calls to Call Answer Centres and other ERAs.


2.2 The service provides Optel's end user subscribers with the universally recognized 9-1-1 three-digit access to ERAs serving their communities. Optel provides its end user subscribers with access to the 9-1-1 code from each of its central offices to provide service coverage specified by the Municipality. Answering of the call and the emergency response is the responsibility of the Municipality and is not provided by Optel as part of 9-1-1 ERS.


2.3 The 9-1-1 call is delivered to a Call Answer Centre operated by the Municipality. The attendant at the Call Answer Centre determines the nature of the emergency and forwards the call to the appropriate fire, police or ambulance dispatch centre. The answering attendants at the ERAs are supported by the following special features provided by the 9-1-1 Service Provider in accordance with its tariffs and agreements.


i) Selective Routing and Transfer: The 9-1-1 Service Provider maintains a central database in its network that will automatically route the 9-1-1 call to a pre-assigned Call Answer Centre based upon the ANI/ALI of the telephone line from which the 9-1-1 call originates.


ii) Automatic Line Identification (ALI): The 9-1-1 Service Provider maintains the ALI database.


iii) Integrity Check: This allows the ERA to verify that the 9-1-1 access lines to its bureau are in working order.


The operation of the Selective Routing and Transfer and ALI features is dependent upon the accuracy of Optel's records and information received from the Municipality and others, such as, new street information and boundary changes.


c) In Article 4.1.3, delete "Optel" from the sentence.


d) Replace Article 4.1.4 as follows:


Maintain and update the SAG subject to the receipt of the information required to be provided by the Municipality pursuant to Articles and


e) Delete Articles 4.2.4, 4.2.5 and 4.2.6.


f) In Article 6, renumber Articles 6.1 and 6.2 as Articles 6.2 and 6.3 and insert the following provision as 6.1:


Any information provided by Optel to the Municipality, its employees, servants, agents and/or co-contractors pertaining to the design, the development, the implementation, the operation and the maintenance of 9-1-1 ERS is confidential, and shall be provided only to such persons who have a need to know for the purpose of providing a 9-1-1 emergency calling service.


g) Amend Article 6.2 as follows:


i) in the first sentence, after the words "class of service" add, "as required";


ii) in the first sentence, after "Optel's" add "ANI and ALI"; and


iii) in the last sentence, replace "The information, if confidential, is provided" with "The class of service and the service location, provided that it is different from the listed address, are provided".


h) Amend Article 6.3 as follows:


i) in the first sentence delete the words "the 9-1-1 Service Provider's";


ii) add the following sentence after the first sentence: "Information is provided on a call-by-call basis for the sole purpose of responding to 9-1-1 emergency calls";


iii) in the last sentence, after the word "privacy" add "afforded under any of Optel's tariffs or agreements";


iv) in the last sentence, delete the words "class of service and physical service location"; and


v) add the following to the end of the last sentence: "operating a Call Answer Centre."


i) in Article 6, delete Articles 6.4, 6.5 and 6.6, renumber Article 6.7 as 6.4.


j) In Article 7.1 add the following:


The following are examples of the content of quality standards generally accepted in North America:


i) average of 0.1% blocking within network;


ii) diverse telephone networking capabilities;


iii) updated ANI/ALI records to the 9-1-1 Service Provider's database; and


iv) special call control features such as bureau hold, emergency ringback, calling party disconnect signal, and forced disconnect.


k) In Article 8.1, add the following:


The following are examples of the content of quality standards generally accepted in North America:


i) provisioning of 24 hour service;


ii) answering the 9-1-1 call within two rings;


iii) providing effective response including transfer/conference of calls to the appropriate Call Answer Centre and ERAs; and


iv) recording and logging all calls.


l) In Article 10, renumber Article 10.2 as 10.3 and add the following as Article 10.2:


"Except with regard to physical injuries, death or damage to property occasioned by its negligence, the Municipality's liability for negligence is limited to $20."


m) In Article 10, amend Article 10.3 as follows:


i) in the first sentence, after "the Municipality and Optel shall", add "during the term of this tariff"; and


ii) add the following to the end of the sentence: "or, if the Municipality or Optel is self-insured, provide to Optel or the Municipality, as the case may be, evidence that is satisfactory to Optel or the Municipality, as the case may be, that the Municipality or Optel is and will be, at all relevant times, in a position to face successfully its monetary obligations stemming from liability under this tariff."


n) In Article 11, insert the following and number it 11.2:


"The Municipality may designate a back-up Call Answer Centre to which 9-1-1 calls will be directed in the event the primary Call Answer Centre is unable to accept the calls for any reason."


Renumber the remaining Articles accordingly.


o) Delete Article 12.


Secretary General


This document is available in alternative format upon request and may also be viewed at the following Internet site:


Date modified: