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Ottawa, 9 November 2010

Our Reference: 8663-C12-201015470


Mr. Denning Lai
City Telecom Inc.
3781 Victoria Park Avenue, Unit 13
Scarborough, Ontario  M1W 3K5

Dear Mr. Lai:

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 20 October 2010, City Telecom Inc. (City Telecom) filed its proposed customer notification texts with respect to its local VoIP 9-1-1 emergency service.  Commission staff has reviewed the submission and considers that, in order to comply with the directives of Telecom Decision 2005-61, City Telecom is required to modify its proposed customer notification texts as follows:

a) modify the texts, where it says that the call center’s operator will confirm your location information, to note that this is necessary since the operator may not have this information;

b) reflect in the texts that 9-1-1 callers must ensure that they understand the difference between VoIP 9-1-1 service and traditional 9-1-1 service;

c) provide copies of all customer notification texts that City Telecom proposes to use for its customer starter kit, scripts used by sales personnel upon service activation, billing inserts, and marketing material used for television, radio, printed media and on-line; and

d)with respect to any on-line marketing on City Telecom’s website, provide a link to the
9-1-1 section of the company’s terms of service.  

Accordingly, City Telecom is to submit the above-noted customer notification texts 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 ( 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

Secretary General
Canadian Radio-television and Telecommunications Commission
Ottawa, Ontario
K1A 0N2

Should you have any questions regarding the information requested in this letter, please do not hesitate to contact us.

Yours sincerely,

Original signed by

Suzanne Bédard
Senior Manager, Tariffs

cc: C. Abbott, CRTC (819) 997-4509

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