Telecom - Staff Letter addressed to the Distribution List
Ottawa, 11 July 2024
Reference (s): 8000-C12-202306407
BY EMAIL
Distribution List
Subject: Access to 9-1-1 services in both official languages
Dear Recipients,
The CRTC is aware of recent incidents in which 9-1-1 calls from francophone residents of Quebec were answered in English. We are concerned by these events and are working to help find solutions that fall within our mandate. I am writing to inform you of an opportunity to become involved with the CRTC Interconnection Steering Committee’s (CISC) Emergency Services Working Group (ESWG) as it undertakes work aimed at avoiding such incidents and improving access to 9-1-1 services in both official languages.
CISC is a public forum established by the Commission. It has different working groups that develop information, procedures and guidelines touching on various technological, administrative, and operational aspects of the Canadian telecommunications system.Footnote1
The ESWG is a CISC working group that addresses technical and operational matters related to the provision of 9-1-1 emergency services. It is composed of volunteers representing telecommunication service providers (TSPs); 9-1-1 call centres (also known as Public Safety Answering Points, or “PSAPs”); provincial, territorial, and municipal 9-1-1 agencies; and 9-1-1 industry specialists.Footnote2
In Canada, the vast majority of 9-1-1 calls are delivered directly to the 9-1-1 call centre responsible for providing emergency services in the area in which the call is being made. Once a call is received, the 9-1-1 call centre dispatches the necessary first response service (Police, Fire, Ambulance). In very limited circumstances, for example when calls are made using voice over Internet protocol (VoIP) services for which the caller’s location is unknown, or when wireless calls are made in areas where a 9-1-1 call centre has not been established, TSPs have created, or contracted with, intermediary call centres. These call centres confirm the 9-1-1 caller’s location before forwarding the call to the appropriate 9-1-1 call centre.
In the recent past there have been instances of calls answered in English at the intermediary call centre despite the calls being made by a francophone caller in Quebec. Such incidents can cause delays or prevent the caller from receiving the help they require.
In a recent letter to the ESWG, Commission staff requested that the ESWG provide the Commission with a report with recommendations on how to improve access to 9-1-1 services in both official languages across Canada, in the minority of cases where it might not currently be readily available. This report is due to the Commission on 28 February 2025 for its consideration of the recommendations.
Commission staff believes that the ESWG’s study of this issue could benefit from the participation of Official Language Minority Communities (OLMC) to provide their views and opinions into this study and the development of solutions to improve access to 9-1-1 services in both official languages.
Currently, the ESWG sub-working group tasked with addressing this issue plans to begin work on Wednesday 25 September 2024 2:30 to 4:00 pm EST, after which they will meet every two weeks virtually until the report is ready to be submitted to the Commission in February 2025. In addition, participants are invited to attend the ESWG plenary meetings held on the second Thursday of every month.
Participation in the ESWG is voluntary. Commission staff is cognizant that this entails a time commitment but notes that contributions are most valuable when attendance is consistent. Even if you cannot attend these meetings, Commission staff intends to provide OLMCs with an opportunity to comment on the ESGW’s final report before it is considered by the Commission.
Should you wish to participate in the ESWG’s development of the report, or have questions about this letter, you may contact Étienne Robelin, Manager of the CRTC Emergency Services Policy team, at etienne.robelin@crtc.gc.ca.
Yours sincerely,
Original signed by
Michel Murray
Director, Dispute Resolution & Regulatory Implementation
Telecommunications Sector
c.c.:
Étienne Robelin, CRTC, etienne.robelin@crtc.gc.ca
Ryan Anstey, ESWG Chair, eswg911@wrps.on.ca
Attachment (1) Distribution List :
La Fédération des francophones hors-Québec, communications@fcfa.ca
Société de l'Acadie du Nouveau-Brunswick, conseiller@sanb.ca
Jennifer Allen, jennifer.allen@canada.ca
Amy Vachon-Chabot, a.vachon-chabot@acfa.ab.ca
Karine Baron, direction@afnunavut.ca
Florence Bessac, communication@ffcb.ca
Daniel Boucher, danielb@sfm.mb.ca
Gaël Corbineau, dg@fftnl.ca
Kirwan Cox, QEPCouncil@gmail.com
David Ventrone, davide.ventrone@qcgn.ca
Anthony Doiron, communications@snacadie.org
Manon Henrie-Cadieux, strategies@fccf.ca
Rita Legault, rita.legault@qcgn.ca
Mylène Marchand, presidence@afnunavut.ca
Marc Masson, marc.masson@fransaskois.sk.ca
Hugh Maynard, hugh@quanglo.ca
Bryan Michaud, bmichaud@monassemblee.ca
Roch Nadon, rnadon@afy.yk.ca
Nathalie Piché, nathalie.piche2@canada.ca
Marie-Claude Rioux, dg@federationacadienne.ca
Barry Rooke, barry@ncra.ca
Norbert Roy, dg@sanb.ca
Carolyn Savoie, csavoie@monassemblee.ca
Jean-de-Dieu Tuyishime, dgfft@franco-nord.com
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