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Ottawa, 19 November 2010

Our Ref.: 8663-C12-201015470


Mr. Paul Louro
Acanac Inc.
1650 Dundas Street East, Unit 204
Mississauga, Ontario
L4X 2Z3

Dear Mr. Louro:

Re: Obligations of local VoIP service providers with respect to 9-1-1 emergency service and registration as a reseller

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 their 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 13 May 2008, Acanac Inc. (Acanac) filed its proposed customer notification texts with respect to its local VoIP 9-1-1 emergency service.  On 28 September 2009, Acanac submitted further information related to its proposed customer notification texts in response to a Commission letter dated 8 July 2008.  We apologize for the delay in responding to Acanac.  Commission staff notes that it has now reviewed the company’s submissions and considers that in order to comply with the directives of Telecom Decision 2005-61, Acanac is required to modify its proposed customer notification texts as follows:

a) modify the text in the user agreement, where it says that the 9-1-1 caller should be prepared to provide or confirm the address and call-back number with the operator, to note that this is necessary since the operator may not have this information;

b) provide copies of all proposed customer notification texts the Acanac would use in relation to its marketing material for television, radio, and printed media; and

c) 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.

Accordingly, Acanac 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 and registration as a reseller”.

Commission staff further notes that upon a check of the reseller registration list, Acanac does not appear to be registered with the Commission.  Pursuant to Regulatory framework for voice communication services using Internet Protocol, Telecom Decision CRTC 2005-28, 12 May 2005, the Commission directed that, as a condition of obtaining services from a local exchange carrier (LEC) or other telecommunications service provider, local VoIP service providers that were not operating as LECs were to register with the Commission as resellers. 

Acanac is therefore required to register with the Commission as a reseller no later than 14 calendar days of the date of this letter.  Registration letters must indicate the name and address of the company, the services that are to be offered and in what locations, the name and title of a contact person, and as applicable, their telephone number, facsimile number and e-mail address.

Your response 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 above, please do not hesitate to contact us.

Yours sincerely,

‘Original signed by S. Bédard’

Suzanne Bédard
Senior Manager, Tariffs

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

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