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Ottawa, 25 February 2011

Our Reference: 8663-C12-201015470


Mr. Poul-Erik Topp
TGS Solutions Innovators Inc.
1440 Bradshaw Crescent
Ottawa, Ontario
K1B 5G2

Dear Mr. Topp:

Re: Obligations of local VoIP service providers with respect to 9-1-1 emergency service

On 18 February 2011, TGS Solutions Innovators Inc. (TGS Solutions) submitted 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 for staff to evaluate compliance with the directives of Telecom Decision 2005-21[1] and Telecom Decision 2005-61[2], TGS Solutions is required to:

a) confirm to the Commission that, as a VoIP provider, TGS Solutions is currently providing 9-1-1 service;

b) provide the name, address and contact information of your third party VoIP 9-1-1 emergency call answering bureau;

c) provide copies of customer notification texts TGS Solutions proposes to use for its marketing communications including television, radio and printed materials, and point of sale communications such as sales scripts;

d) replace the heading in the terms of service “Suggested Terms of Service Notifications” with “Terms of Service – VoIP 9-1-1”;

e) reflect in the Terms of Service, under Liability, a full description of the company’s limitations of liability with respect to VoIP 9-1-1 emergency service, as TGS Solutions indicated it would also place on its Aserty website, which the company further noted was currently being updated;

f) provide a revised copy of the telephone set warning sticker to replace “e911” with “VoIP 9-1-1”. Enhanced or E9-1-1 is currently unavailable with nomadic VoIP services; and

g) complete its Aserty website, or provide a date for completion. Include an online link to the Terms of Service, related to VoIP 9-1-1, on each page of the website associated with local VoIP service.

Accordingly, TGS Solutions is to submit the above-noted information for Commission review, no later than 15 calendar days from the date of this letter.

The company’s letter is to indicate the reference 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».  Address your submission 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 Nancy Webster Cole’ (for)

Suzanne Bédard
Senior Manager, Tariffs

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

[1] In Emergency service obligations for local VoIP service providers, Telecom Decision CRTC 2005-21, 4 April 2005 (Decision 2005-21), the Commission mandated that all local VoIP service providers are required to provide 9-1-1 service.

[2] In 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), paragraphs 9 and 15, 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.


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