E-MetroTel Canada Inc. is committed to the safety and well-being of our customers. Please read this agreement carefully and confirm that you have read and understood it before activating service.

Summary of Key Points

• 9-1-1 calls placed over E-MetroTel service are first routed to the National Emergency Call Centre (NECC), where an operator confirms your location and call-back number before connecting you to the nearest Public Safety Answering Point (PSAP).
• You must keep your registered location information current. If you move any phone to a different location, you must update its registered address with E-MetroTel before using it.
• 9-1-1 service may not work during a power outage, broadband outage, network failure, or if your Internet or E-MetroTel service is suspended.
• You must place E-MetroTel-provided 9-1-1 warning stickers on or near each phone and inform all users that VoIP 9-1-1 service works differently from traditional landline 9-1-1.
• All users must be prepared to confirm their location to the NECC operator when they dial 9-1-1.

How 9-1-1 Calls Are Handled

When a call is placed to 9-1-1 from any of your phones, it is routed to the NECC.
The NECC operator will:

• Confirm the location information and call-back number associated with the call.
• Ask whether emergency assistance is required.
• If there is no response or if assistance is requested, the call is transferred to the PSAP serving the registered location so that emergency services can be dispatched.

This process differs from traditional landline 9-1-1 service, where the call is routed directly to the PSAP along with automatic location and call-back information.

Location Registration and Updates

• The location of your main phone is automatically registered using the address you provided for your main number.
• If you have phones at more than one location, you must provide E-MetroTel with additional unique phone numbers (DIDs) for those locations and configure your system to send the correct number when dialing 9-1-1.
• If you move a phone to a different location, you must update its registered location with E-MetroTel before using it. Failure to update may result in emergency responders being dispatched to the old address.
• To update a phone’s location, use the E-MetroTel portal or contact your reseller. Direct customers of E-MetroTel should contact [email protected].

Best Practices for PBX System Configuration

Customers using E-MetroTel’s UCX are encouraged to:

• Configure direct dialling of 9-1-1 without requiring a prefix or access code (such as dialling 9 first). E-MetroTel UCX supports this configuration and your administrator is responsible for enabling it.
• Enable internal on-site notification of 9-1-1 calls where possible, so security or management personnel can assist emergency responders. On-site notifications can be sent via phone call, email, or SMS messaging.
• Validate that a 9-1-1 call from each extension delivers a dispatchable location (street address, floor, room, or other detailed location information) to the NECC/PSAP for fixed and non-fixed endpoints. You can test this by dialling 9-3-3.

Limitations of 9-1-1 Service

• If you are unable to speak or confirm your location, emergency responders will be dispatched to the registered address on file, not necessarily to the actual location of the phone.
• 9-1-1 service will not work in the event of a power outage, broadband or ISP outage, or if your E-MetroTel voice service has been suspended or cancelled.
• For calls made over Wi-Fi, softphones, or nomadic VoIP devices, the emergency operator may not automatically receive your location or call-back number. You must be prepared to state this information clearly.
• After a service outage or network reset, your system may need to be reconfigured before 9-1-1 service will work again.

During an Emergency Call

The person who places the call should:

• Be prepared to clearly state the address and call-back number to the NECC operator.
• Remain on the line until instructed to hang up. If the call is disconnected, dial 9-1-1 again.
• Ensure that everyone in the location understands these steps.

Customer Responsibilities

By using E-MetroTel voice services, you agree to:

• Keep all phone location information current and update it before moving phones or activating new locations.
• Inform all users at your premises that VoIP 9-1-1 service works differently from traditional 9-1-
• Ensure your premises are within a PSAP service area supported by E-MetroTel 9-1-1 services.
• Understand that E-MetroTel cannot control how 9-1-1 calls are answered or handled by the NECC or PSAPs and that routing relies on third-party databases which may be incorrect.
• Release E-MetroTel, its officers, directors, employees, and agents from liability for failure of the 9-1-1 service, except in cases of gross negligence, recklessness, or willful misconduct.
• Affix 9-1-1 Warning Stickers: Customer agrees to affix E-MetroTel-provided 9-1-1 warning stickers, or equivalent conspicuous notice, on or near each VoIP phone, softphone workstation, or other device used to access the E-MetroTel voice service. Stickers are available as a downloadable PDF (Avery 22805 compatible) from this link: EMT_911_Stickers_Canada. It is the Customer’s responsibility to ensure that all users can clearly see this warning and understand that VoIP 9-1-1 service may function differently from traditional wireline 9-1-1 service.

Acknowledgment

By activating service, you acknowledge that you have read and understood this 9-1-1 Services Agreement, including the limitations of VoIP 9-1-1 service, and that you are responsible for keeping your registered location information current and informing all users of these limitations.

Would you like me to prepare a single shared sticker text template (just the wording, in plain text) that you can drop into the downloadable PDF for both Canada and the U.S.? This way you maintain one consistent message across regions.