ARCHIVED - Telecom Commission letter adressed to distribution list

This page has been archived on the Web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.

Ottawa, 1 April 2016

Our reference: 8638-C12-201600669


Distribution List

Re: Notice of 9-1-1 obligations, pursuant to Telecom Regulatory Policy 2016-12

The purpose of this letter is to remind non-carriers that provide telecommunications services (otherwise known as resellers) of their obligations with regard to providing 9-1-1 services.

Effective access to emergency services is critical to the health and safety of citizens, and is an important part of ensuring that Canadians have access to a world-class communication system.  Over the years, the Canadian Radio-television and Telecommunications Commission (Commission) has established policies to contribute to the availability of reliable and effective access to 9-1-1 services in Canada.

Recently, in Application of the 9-1-1 regulatory obligations directly to non-carriers offering and providing telecommunications services, Telecom Regulatory Policy CRTC 2016-12, 14 January 2016 (TRP 2016-12), the Commission listed the main 9-1-1 obligations applicable to resellers (See the Appendix to this letter) and implemented some policy changes to enhance the regulatory obligations that require that Canadians have access to reliable and effective 9-1-1 service.

The Commission directed all resellers, as a condition of providing local exchange telephone service, wireless voice telephone service, local voice over Internet Protocol (VoIP) telephone service, or payphone services, to abide by all existing and future obligations with respect to 9-1-1 service.

Further, the Commission required both underlying carriers and resellers that provide any telecommunications service to another reseller to include in their service contracts or other arrangements with those resellers the requirement that the latter must abide by all existing and future obligations with respect to 9-1-1 service.  Underlying carriers and all resellers are required to report to the Commission in a timely manner whenever a reseller that it provides service to does not comply or is suspected to not be complying with the 9-1-1 obligations.  

Non-compliance is to be reported by letter to the Secretary General using the file number provided above. Such letters are to include the name and contact information of the reseller, as well as any details regarding the alleged non-compliant behaviour. A reseller found to be in non-compliance with its obligations will be expected to implement any remedial directions from the Commission.

You are reminded that the Commission has the power to impose direct orders and penalties on all telecommunications service providers, including resellers, that fail to comply with the 9-1-1 obligations.Footnote 1 This includes failing to provide 9-1-1 service and comply with any related obligations (such as informing customers about limitations associated with 9-1-1 service) or to inform the Commission of a reseller that is failing or suspected to be failing to comply with the
9-1-1 obligations.

A reliable and effective 9-1-1 service is essential to protecting the safety of Canadians, and your organization is an important piece of that service.  The Commission is committed to working with your organization to ensure that Canadians that subscribe to your telecommunications services have access to reliable and effective 9-1-1 service.  If you have any questions with regard to your 9-1-1 obligations and how your organization can comply with them, please do not hesitate to contact me for assistance at or at 819-997-9300.


Original signed by

Michel Murray
Director, Dispute Resolution and Regulatory Implementation
Telecommunications Sector

c.c.:  All non-carriers registered with the Commission

Appendix (1)

The text below is reproduced from Telecom Regulatory Policy 2016-12

Main 9-1-1 obligations applicable to non-carriers

Any person offering or providing the following telecommunications services who is not a Canadian carrier must provide 9-1-1services to its end-customers where a local Public Safety Answering Point (PSAP) has been established, and must abide by the obligations listed below. The 9-1-1services must be the same as those provided by the PSAP (e.g. Enhanced 9-1-1 (E9-1-1) or, where that is not available, Basic 9-1-1), except as noted below. The source of each obligation is also provided.

Local exchange telephone services

Wireless voice telephone services

Local VoIP telephone services

Fixed/nativeFootnote 2 local VoIP telephone services

Fixed/non-nativeFootnote 3 and nomadicFootnote 4 local VoIP telephone services

Payphone services


Footnote 1

Section 51 of the Telecommunications Act (the Act) contemplates mandatory and restraining orders. Section 72.001 of the Act provides that every contravention of a regulation or decision made by the Commission under the Act, other than a prohibition or a requirement of the Commission made under section 41 or the Act, constitutes a violation and the person who commits the violation is liable
(a) in the case of an individual, to an administrative monetary penalty not exceeding $25,000 and, for a subsequent contravention, a penalty not exceeding $50,000; or
(b) in any other case, to an administrative monetary penalty not exceeding $10,000,000 and, for a subsequent contravention, a penalty not exceeding $15,000,000.

Return to footnote 1

Footnote 2

With a local VoIP service offered on a fixed/native basis, a VoIP customer is assigned an area code that is native to any of the local exchanges within that customer’s serving area and the VoIP customer makes calls from a fixed address in that serving area.

Return to footnote 2

Footnote 3

With a local VoIP service offered on a non-native basis, a VoIP customer is assigned an area code that is not native to any of the local exchanges within that customer’s service area.

Return to footnote 3

Footnote 4

With a local VoIP service offered on a nomadic basis, a VoIP customer does not necessarily make calls from a fixed address.

Return to footnote 4

Date modified: