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Telecom - Staff Letter addressed to Salvatore Baglieri (Google LLC)

Ottawa, 19 July 2023

Reference (s): 8621-C12-01/08

BY EMAIL

Salvatore Baglieri
Global Technical Account Manager
Google LLC
salvobaglieri@google.com

Subject:  Request for Information regarding updates to Android’s Emergency SOS Feature

Dear Salvatore Baglieri,

On 29 June 2023, Canadian Public Service Answering Points (PSAPs), through a letter filed by the Canadian Radio-television and Telecommunications Commission (CRTC) Interconnection Steering Committee’s Emergency Services Working Group (ESWG), alerted the CRTC of a significant increase in accidental 9-1-1 calls between April 2023 and May 2023. We understand that this increase in accidental 9-1-1 calls is due to an Android operating system (Android OS) update. This update automatically turned on the Android Emergency SOS feature Footnote1 on all Android-based handsets, whereas the users could opt-in to this feature prior to the update.

In its letter, the ESWG describes the impact of the increase in accidental device-initiated 9-1-1 calls. Handling these accidental calls, many of which are made without the user’s knowledge and/or are disconnected by the user before the PSAP operator can answer the call, removes resources that would otherwise be allocated to handling real 9-1-1 emergency calls. The ESWG also listed three action items it hopes wireless handset and device manufacturers will take to minimize the impact of accidental device-initiated 9-1-1 calls on Canadian PSAPs.

Canadians’ ability to connect as quickly as possible to a PSAP during an emergency is critical to the CRTC. We understand that Google has released a new Android system update to address the current problem, though the update’s rollout over several months in various countries means there will likely be a delay in rectifying the existing issue.

To better understand Google’s plans for Canada in this regard, Commission staff requests that Google provide the following information, including any supporting information and relevant details, by 3 August 2023.

Q1. Provide the following details related to the update intended to address the issue described in this and ESWG’s letter

  1. Describe the Android system update that Google plans to roll-out including how it will address this issue;
  2. Confirm the date by when all devices utilizing Android OS on Canadian Wireless Service Provider networks will receive the update;
  3. Confirm to which versions of the Android OS the software update will be applied to address this issue;
  4. Describe the manner through which users will access the update (e.g. over the air push or manually pulled by the user);
  5. Describe any additional steps the users will need to take in order to fully implement the update; and
  6. Describe the educational and/or public awareness material Google intends to publish or make available to ensure the updates are applied quickly and effectively.

Q2. Describe what Google has done and is doing to minimize and mitigate the number of false positive 9-1-1 calls reaching Canadian PSAPs because of Android device-initiated calls, including any collaboration with handset manufacturers whose customization or alteration of the Android OS, including the Emergency SOS feature, could result in this issue.

Q3. Confirm whether and how Google plans on acting on the industry-targeted requests contained in the ESWG’s letter, namely that:

  1. In advance of releasing new emergency features that could impact calls to 9-1-1, Google work with the CISC ESWG to test and validate the impacts of said feature improvements prior to release,
  2. All wireless handset and watch manufacturers ensure that any release of emergency features require users to Opt-In (i.e., the customer must decide if they want specific emergency features turned on). This requirement should apply to handsets, connected watches with SOS calling, crash notification, fall detection, and any new devices that support Android’s Emergency SOS feature that are introduced to the Canadian market, and
  3. All wireless handset and watch manufacturers provide clear and obvious information to Android OS users on 9-1-1 related feature enhancements before a software update is released, as well as detailing what to do in the case of an accidental call (i.e., do not hang up).

This letter and any subsequent correspondence may be publicly accessible. As set out in section 39 of the Telecommunications Act and in Broadcasting and Telecom Information Bulletin CRTC 2010-961, Procedures for filing confidential information and requesting its disclosure in Commission proceedings, Google may designate certain information as confidential though must provide a detailed explanation on why the designated information is confidential and why its disclosure would not be in the public interest, including why the specific direct harm that would be likely to result from the disclosure would outweigh the public interest in disclosure. Furthermore, should Google designate information as confidential, Google must either file an abridged version of the document omitting only the information designated as confidential or provide reasons why an abridged version cannot be filed.

Where a document is to be filed or served by a specific date, the document must be received, not merely sent, by that date.

The CRTC requires all documents to be submitted electronically by using the secured service “My CRTC Account” Partner Log In or GCKey and filing the “Telecom Cover Page” located on that web page.

Yours Sincerely,

Original signed by

Michel Murray
Director, Dispute Resolution & Regulatory Implementation
Telecommunications Sector

c.c.: Etienne Robelin, Manager, Emergency Services Policy, CRTC (etienne.robelin@crtc.gc.ca)
James Ndirangu, Manager, Networks Technology, CRTC (james.ndirangu@crtc.gc.ca)
Chris Kellett, Chair, CRTC Interconnection Steering Committee Emergency Services Working Group (Chris.Kellett@ESWG9-1-1.ca)

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