Please Read Carefully
Secure-Server.ca is an internet-based telephone service that provides many advantages compared to traditional telephone service. However, VoIP 9-1-1 service has important limitations. Please review this notice and make sure all users of your service are aware.
Updating Your Address
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You are responsible for providing and keeping your address up to date.
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To update your registered address, go to: https://secure-server.ca/e911/
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If your registered address is not current, emergency responders may be dispatched to the wrong location.
Placing 9-1-1 Calls
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When you dial 9-1-1, Secure-Server.ca’s E911 service attempts to route your call through a third-party provider to the Public Safety Answering Point (PSAP) for your registered address.
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In some cases, your call may be routed to a specialized emergency call centre instead of your local PSAP. This call centre may not have your address or phone number automatically.
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You may be required to provide your name, location, and phone number verbally to the operator. If you cannot speak, your location may not be known unless your address is up to date.
Mobility Restrictions
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E911 service is tied to your registered address.
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If you move your VoIP device (e.g., ATA, IP phone, or softphone) to another location without updating your address, your 9-1-1 call may be misrouted and responders may be sent to the wrong address.
Canada-Only Availability
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Secure-Server.ca E911 service is available only within Canada.
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If you attempt to dial 9-1-1 while outside Canada, your call will not connect to emergency services. Please arrange alternative means of access while travelling.
Power and Internet Outages
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Unlike traditional landlines, VoIP does not function during power outages or Internet disruptions.
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If your modem, router, ATA, or IP phone lose power or Internet connectivity, you will not be able to dial 9-1-1.
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To ensure reliability, consider using backup power (e.g., UPS or generator) for your internet and phone equipment.
Technical Limitations
9-1-1 service may not work or may be delayed in the following cases:
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Equipment problems or misconfiguration (yours or a third-party PBX).
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Network or Internet outages, congestion, or service suspensions.
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Billing issues resulting in suspension or disconnection of service.
Disconnection
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Do not hang up until instructed by the dispatcher.
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If disconnected, call back immediately.
Informing Other Users
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You are responsible for notifying all household members, employees, guests, or potential users of these 9-1-1 limitations.
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Warning labels/stickers must be placed on or near all phones connected to your VoIP service. Secure-Server.ca provides these labels.
Limitation of Liability
Secure-Server.ca’s Terms of Service limit and disclaim liability related to E911 service. Please review them carefully. If you do not agree with these limitations, you should consider alternative means of accessing traditional 9-1-1 services.
⚠️ CRTC Compliance: This notice is provided in accordance with CRTC Decisions 2005-21 and 2005-61 regarding VoIP 9-1-1 service.