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Our Reference: 8663-C12-201015470
Mr. Ovi Biris
1429481 Ontario Inc. (Pathway Communications Inc.)
105 Commerce Valley Drive, Suite 500
Dear Mr. Biris:
Re: Obligations of local VoIP service providers with respect to 9-1-1 emergency service
Pursuant to paragraphs 9 and 15 of Follow-up to Emergency services obligations for local VoIP service providers, Decision 2005-21 – Customer notification requirements, Telecom Decision CRTC 2005-61, 20 October 2005 (Telecom Decision 2005-61), local VoIP service providers are required to submit to the Commission their proposed customer notification texts, prior to use, for Commission review. The proposed texts must adhere to Emergency Services Working Group Consensus Report ESRE039D – Customer Notification Issues re: 9-1-1 Calls on VoIP, 21 July 2005 (the Report), and paragraphs 11 to 13 of Telecom Decision 2005-61.
On 28 May 2009, 1429481 Ontario Inc. (Pathway Communications Inc.) filed its proposed customer notification texts with respect to its local VoIP 9-1-1 emergency service.
On 2 July 2009, Commission staff requested that Pathway Communications Inc. make modifications to its proposed customer notification texts. The company submitted its revised material on 8 July 2009.
On 24 August 2009, Commission staff requested Pathway Communications Inc. to further modify its proposed customer notification materials in all the documents that had been submitted to include the following:
a) a description of the differences between the VoIP 9-1-1 service that is provided by the company and traditional 9-1-1 service, i.e. where the 9-1-1 emergency call is routed;
b) a notification to customers to be prepared to confirm their location and call-back number with the operator who answers the 9-1-1 call since the operator may not have this information;
c) a notification to customers of the need to ensure that their location information is kept current with Pathway Communications Inc. since the operator may assume that they are at the last registered address if they are unable to speak during the 9-1-1 call;
d) a notification to customers to not hang up during a 9-1-1 call until told to do so, and to call back if the call gets disconnected; and
e) a notification to customers to ensure that they, and all other potential users of the service, understand the 9-1-1 limitations.
Commission staff notes that Pathway Communications Inc. submitted its revised material on 16 October 2009, related to its terms and conditions only. The Commission is awaiting the remaining modified texts, namely copies of all customer notification text that Pathway Communications Inc. would use for starter kits, marketing communications, including television, radio and printed media, point of sale communications, and its website.
Accordingly, Pathway Communications Inc. is to submit the above noted customer notification information for Commission review, no later than 14 calendar days from the date of this letter.
The company’s letter should indicate the file number noted above with the subject title “Obligations of local VoIP service providers with respect to 9-1-1 emergency service”. The letter can be submitted using the online service at the Commission’s website (www.crtc.gc.ca) under the Telecommunications Sector link by selecting the option «Submit a telecom-related document online» and further selecting the application type «Other». Submissions should be addressed to:
Robert A. Morin
Canadian Radio-television and Telecommunications Commission
Should you have any questions regarding the information requested in this letter, please do not hesitate to contact us.
‘Original signed by S. Bédard’
Senior Manager, Tariffs
cc: C. Abbott, CRTC (819) 997-4509
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